The University of Sunderland has been running for many years a helpdesk functionality through a service it called Gateway. This process had grown increasingly fragmented as enquiries were handled by a number of different teams scattered across both the Sunderland and London campuses of the University, with many overlaps, redundancies and inaccuracies often leading to student frustration.

The University decided to strategically consolidate these services under one central Gateway help desk supported by an underlying software solution, in order to improve student experience and staff efficiencies, while saving costs. Part of the consolidation exercise was to re-evaluate current Gateway processes and revise these to meet the challenges of changed structures of the newly planned University academic and support services. More importantly, this effort was meant to enable a centrally located smaller staff resource base to manage a growing number of customer engagements, whilst optimising costs.