Business Process Insourcing @ Loughborough University

Loughborough University has an international reputation for excellence in teaching and research, strong links with industry, and unrivalled sporting achievement. The University strives to deliver an unforgettable student experience. This passion has won the University the Times Higher Award for 'Best Student Experience' for the fourth year running. enCircle and The IT Pitstop are extremely proud to be part of this service delivery and its continued success.

Loughborough University sought to provide improved support for student owned hardware, working in partnership with a specialist provider for hardware and software maintenance and repair. enCircle utilised Business Process Insourcing (BPI) practices and integrated business processes.

Return on Investment

The solution integrated by enCircle provided immediate return on the investment made by Loughborough University and required no outlay from the client. In addition to this, enCircle's process integration and business process insourcing model of The IT Pitstop freed University resources having to deal with student and staff support allowing them to concentrate on other business practices.

Innovation

Using enCircles business process insourcing framework rather than the traditional outsourcing model, Loughborough University benefitted from greater control over resources, visibility and accountability with in organisation. enCircles expertises and industry knowledge of insourcing IT resources helped to build plans and processes to address the mitigation of risks and manage transition of The IT Pitstop.

Management

The business process insourcing model for The IT Pitstop was setup within six weeks and two resources were deployed and managed under ITIL service management practices. enCircle integrated business processes such as accounts, customer relation management and escalation procedures seamlessly and applied them The IT Pitstops business activities immediately.

Excellence

After trailing the business process insourcing model implemented by enCircle, Loughborough University made the PC Clinic a permanent edition to its student experience. enCircle incorporated a quality management system to coordinate and communicate the activities undertaken by The IT Pitstop with its customers.

enCircle's belief in providing low cost, value added services to its cliental was replicated within The IT Pitstop's business practices. Some of those value added services included warranties, no fix no fee policies and rapid turn around times.

enCircle were delighted to find that consumer analysis of The IT Pitstop conducted by Loughborough University found that customers were 100% satisfied, receiving with no customer complaints.