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University elevates student support with innovative service solutions


Shift from Service Portal to Employee Center

Improved case management efficiency



Enhanced customer communication and automation


reduced time stopwatch

4 months from project start to go-live


CSM: Customer Service Management


Commitment to service excellence

The client, an acclaimed educational institution, is renowned for its diverse student body and comprehensive academic offerings, spanning a wide range of disciplines and research areas. With a mission to provide an innovative, student-focused educational experience, the university has a significant presence both domestically and internationally. This commitment to excellence in education and student services set the stage for its collaboration with Cask, aiming to elevate the university’s customer service capabilities to match its high educational standards.

“From the start, Cask worked well with our team to collect requirements. That level of excellence from the start carried forward all the way to the end of the project.”

– Client Representative


Navigating complex service demands in a diverse academic environment

The client faced significant challenges in managing student, parent, and customer interactions. Its existing systems were manual and involved cumbersome “swivel-chair” activities, causing inefficiencies and a lack of streamlined communication. The urgent need for a state-of-the-art customer communication and automation platform to enhance its service quality and responsiveness was evident.


Implementing a tailored customer service management platform

The client and Cask embarked on a journey to revolutionize the university’s service management capabilities. The solution focused on implementing ServiceNow CSM, tailored to the unique needs of the registrar department. Key elements included the following:

  • CSM core setup: Configuring the primary framework to handle various types of customer interactions
  • Case management: Streamlining case handling processes to improve response times and efficiency
  • Knowledge and self-service portal: Developing a portal for self-help and information access, reducing the need for direct interaction
  • Integration with existing systems: Seamlessly integrating with the university’s existing systems, ensuring a unified service experience

The agile-based approach adopted by Cask ensured a smooth transition and effective implementation, focusing on constant feedback and iterative improvements.


Managed project timeline effectively?


Communicated clearly throughout the project?


Enabled us to manage our ServiceNow applications post-implementation?


Positioned us to achieve our desired business outcomes?


Provided a high level of expertise in implementing our solution?


Overall, how would you rate your experience with Cask on this project?


Fostering collaborative growth and understanding

The client’s journey with Cask was not just about implementing a technical solution but also about building a relationship founded on mutual understanding and respect. Cask’s team, dedicated to understanding its unique cultural and operational landscape, worked closely with the university’s internal teams. This collaboration was pivotal in aligning the project objectives with the university’s long-term goals, ensuring not only a successful implementation but also laying the groundwork for future advancements.

photo of transformed customer service experience

Associated Resources

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