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University of Applied Sciences and Arts Northwestern Switzerland

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Standardized, comprehensible support processes for ensuring high operational standards

The University of Applied Sciences and Arts Northwestern Switzerland (FHNW) comprises nine main campuses and 60 branch campuses located throughout the cantons of Aargau, Basel-Stadt, Basel-Land and Solothurn. All requests for support were previously settled in various ways and therefore in a less structured manner. As a result, tickets were lacking the important information that is indispensable for efficient problem solving. Furthermore, the necessary transparency was lacking, which in turn made it considerably more difficult for students to view the current status of their requests.

Under these circumstances, FHNW decided to employ Spider Incident, which can be implemented easily and requires minimum training to use

Read the entire Case Study in PDF format

Logo FHNW

Our users didn't have to switch systems or learn a new system; rather, they were able to enter their tickets as they always had. The advantage for FHNW now is that these requests are recorded and documented centrally, so that they are also traceable.

Markus Künzli, Asst. Department Manager ICT FHNW

University of Applied Sciences and Arts Northwestern Switzerland

Diverse, practical and market oriented. These three descriptors characterize the education opportunities at FHNW. Certificate, Bachelor's and Master's programs as well as numerous opportunities for continuing education impart the knowledge that turns degree candidates into sought-after skilled personnel.

With a total of nine schools—Applied Psychology; Architecture, Civil Engineering and Geomatics; Art and Design; Life Sciences; Education; Social Work; Engineering; Business; and Music—FHNW covers all areas of applied sciences and arts recognized by federal law except health care. The schools are to a large extent situated in Aarau, Basel, Brugg-Windisch, Muttenz, Olten and Solothurn. Over the next few years, four large-scale construction projects are planned to expand the existing buildings with the goal of creating an exciting campus atmosphere by concentrating faculty and students.

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Used products „

  • Spider Incident

Quantity structure

  • 10'000 students
  • 2'500 employees
  • 9 schools, 60 locations
  • 21 support groups
  • >10'000 tickets per year

Project duration

  • Five working days (incl. planning), productive application after three days