Press Release: World-class university, University of York, is partnering with BrightGen to build a Salesforce service desk management system. As the system will be based on Education Data Architecture (EDA), the university will connect their staff and students across the city, increasing efficiency and student engagement.

ESSEX, UK--August 26, 2020--BrightGen, a leading UK Salesforce consultancy, today announced that it will be implementing a Salesforce service desk management system to connect University of York students to a wide variety of services wherever they are across the city. As a world-class university, University of York will be using Salesforce as a foundation for improving Student frontline services across many areas in the coming years. 

“University of York wants to make it easier for students to seek help, no matter where they are,” says Andrew Male, Director of Digital Services - University of York.

“We are replacing our legacy platforms with a cloud-hosted enterprise-wide Service Desk platform. We selected BrightGen as the partner to deliver this transformation because of their track record in working with Higher Education organisations.”

Getting a single view of the student

University of York stated that, by launching this five-year project, they will modernise the ways that students will get in touch with them. BrightGen will implement Salesforce EDA to open up the ways in which students can raise queries. Students will be able to use social media, phone and webchat to get help with queries at speed, as service desk staff will receive all data in one place.

The service desk management system will gather data queries from the entire university. Staff and students will be able to submit queries about accommodation, finance, transport, timetabling, business systems and much more. Enquiry processes will be standardised, enabling collaboration across all business areas. Staff will be able to report on progress and strive for continuous improvement.

Offering a superior experience

BrightGen will work with the University of York to deliver consistency throughout the university. By bringing multiple service systems onto Salesforce Service Cloud, the university will remove inefficiencies, increase collaboration and raise the bar of service standard across the whole campus.

Salesforce EDA will help University of York to streamline their operations. Generation Z students will access the support they need in a way that lives up to their expectations. Especially in times of crisis, such as the pandemic, University of York staff will be able to deliver the best service, no matter where they are.

Using BrightGen's expertise the University is aiming to standardise it's support processes and drive efficiency through the best practice use of Salesforce. Laying the solid foundations of the EDA for the service desk project will put the University in a great position to use the power of Salesforce in new ways over the coming years.


About BrightGen

BrightGen is the leading UK Salesforce consultancy, with most of its customers in the media, travel & transport and higher education sectors. BrightGen’s mission is to connect all business functions in one cloud, providing customers with a seamless experience. BrightGen works with customers on: digital transformation projects, ongoing Salesforce service management & creating sector-specific solutions for Salesforce. For more information, visit:


About Salesforce

Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain—to create a 360-degree view of their customers. For more information about Salesforce (NYSE: CRM), visit: