Executive Summary:
The University found itself short-staffed and needed experienced support and design consultants to be able to drop into the role and run with the tasks they had outstanding.
There was a backlog of support tickets roughly at the 300 mark, and we worked with them to reduce this down to currently about 70.
We understand the significant frustrations and negative impacts such delays and inefficiencies can have on an organisation.
With this in mind, as part of the contract, we also carried out an upgrade on their software from 7.5 to 7.13 with only 12 issues reported at go live, which all related to access on the site level rather than any issues with the software itself.
Acknowledging our effective solution implementation and ongoing support, we have been invited to assist the University again, particularly with their transition to Unit4 SaaS Migration.
Client Introduction
The University operates as a major educational institution for a large city in England.
These services are broad in scope, encompassing housing provision, urban planning, the enhancement of leisure and cultural facilities, as well as the promotion of tourism.
The Challenge
The biggest challenge we saw was that of budget and the requirement to achieve as much as possible on a limited budget, which is something that we are used to having to do.
We did our absolute best to maximise the opportunities within their budget.
We have, since we exited, carried out work for them when they found themselves in crisis. This has also included creating RERX reports for them.
It is our CEO’s view that there has to be give and take through all our services, as we should not be there just to expect payment. There is a level of service that must be provided in the nature of having a good working relationship.
The Goal
Our goal was to expertly support the University in drastically reducing their support ticket backlog, modernising their financial and logistical systems, and upgrading their software for improved efficiency.
Another goal was to facilitate the integration of a new payment interface with Flywire and streamline finance department processes.
The Solution
To address staffing shortages and a significant backlog of support tickets at the University, we provided expert support and design consultants who swiftly integrated and addressed the outstanding tasks.
We reduced the ticket backlog from 300 to 70 by streamlining financial operations, improving logistics, and upgrading interfaces with other systems.
We also facilitated a software upgrade with minimal issues, developed a new payment interface with Flywire, and systematically managed configuration fixes in the finance department.
Our effective solutions have led to a continuing partnership, with plans to support the University through their upcoming Unit4 SaaS Migration.
Equinox and Universities
“I just wanted to put something in writing regarding Equinox’s work with us.
It has been an absolute pleasure to work with you over the last few months, always quick to respond with any queries asked with a positive attitude, and has been willing to work long hours, going above and beyond what I would expect.
You are also notably very knowledgeable of Unit 4, being able to address wide ranging areas of the system, including creating RERX files and setting up APIs, being very flexible with the requirements.
This has allowed your consultant to switch from one task to another very easily and provide input on various areas of business as usual when asked.
Furthermore, she has allowed workload to be taken off myself by making decisions on how to progress the work required of her, while keeping me up to date on her progress.
To summarise, I would be happy to work with you again in the future.”
– K.W.
Celebrating Success
We’re delighted to have received such positive feedback regarding our recent collaboration. It was our pleasure to assist you and contribute to the progress and efficiency of your team over the last few months.
The experience has been as rewarding for us as it has been for you, and we’re pleased to have delivered the quick response times, flexibility, and expert knowledge of Unit4 that your project required.
Our team takes pride in the ability to adapt quickly to changing needs, work long hours when necessary, and bring a positive attitude to every challenge. The dedication shown by our consultants in managing tasks autonomously while maintaining clear communication is a testament to our commitment to service excellence.
We hope to provide the same satisfying experience to all our current and future clients, helping to ease their workloads and contribute to their success.
Your review is a wonderful endorsement of our work ethic, and we look forward to bringing that spirit to many more partnerships ahead.
Let’s Connect
Your journey to success is just one conversation away. If you have questions or need further information about our services, don’t hesitate to reach out.
We’re here to help you navigate your options and ensure you have all the details you need to make the best decision for your business.
Need Help With Unit4 ERP?
Send us a message and one of our team will be in touch.