Northumbria University is well known for its world-leading research, award-winning partnerships and academic excellence. In 2016, faced with changing expectations from an increasingly digital generation of students, the university embarked on a project to transform and modernise their engagement with students.
A key element of Northumbria’s Transforming Student Experience programme was to deliver a centralised approach to student services. The ambition was to consolidate processes from across each department to deliver a consistent and excellent experience to all students, no matter which course they were taking. The university developed a welcoming space (Student Central), where all students could raise concerns, book support meetings and access resources.
To underpin this centralised approach, the university required a platform that could consolidate multiple disparate processes from around the university into a single system, and provide comprehensive case management functionality to route and resolve cases.