Standardising services and growing the University’s client base with tailored recommendations.
Standardising services and growing the University’s client base with tailored recommendations.
Challenge
The University of Milan - Bicocca's (UNIMIB) multiple infrastructure centres provide research and analytical services to university researchers and external organisations. Their laboratory instrument booking processes are readily in place, however, their external organisations and clients' engagement and processes needed structuring.
Our objective in this project was developing UNIMIB's service centre offering support by making key recommendations on standardised service offerings for prospective clients and expanding the University’s client base.
Approach
The project was delivered in three work packages (WP), where each WP needed to produce key outputs to be described in a final report:
- WP 1: Internal offerings and service benchmarking reviews
- WP 2: Define market demand
- WP 3: Create a customer journey
In our pilot study, we mapped out the university's current services to create a clear picture of existing capabilities. We benchmarked leading organisations providing similar services and incorporated this knowledge into optimal centre setups.
We then conducted interviews with past, present, and potential clients to understand their key needs, developing tailored marketing content and presenting findings to stakeholders.
Impact
