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University of Milan Biocca

Standardising services and growing the University’s client base with tailored recommendations.

Independent Mobile and Desktop Timeline - UNIMIB Case Study

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.

Challenge
Funding

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
Report

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.

Service Centre

Impact

Our work provided UNIMIB with best practice insights for setting up a university-managed service centre. This helped them better understand internal facilities and client needs. UNIMIB is now implementing a centralised service centre based on our recommendations.

Challenge

Challenge

The University of Milan - Bicocca's (UNIMIB) multiple infrastructure centres provide research and analytical services to university researchers and external organisations.

Funding

Approach

The project was delivered in three work packages (WP), where each WP produced key outputs.

Report

We mapped current services, benchmarked industry leaders, conducted client interviews, and tailored marketing materials to address stakeholder needs.

Service Centre

Impact

UNIMIB is now implementing a centralised service centre tailored to their client needs, based on our recommendations.

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