Maximum CAU optimisation

UNED is Spain’s largest public university, with a vast number of students and academic programs. It operates primarily through online and blended learning, making high-quality higher education accessible to all. Due to the nature of its digital activities, the UNED requires an advanced support service to optimize the relationship between the institution and its students.

Ayesa and Ibermática provides technical support services to over 200,000 users and students at the UNED university institution, including teachers, students, and administrative staff. With more than 205,000 requests handled each year, this distance-learning university service is one of the benchmarks in the Spanish market. The IT company has integrated educational video tutorials on common technological processes to improve users’ digital skills and reduce the number of queries. Additionally, the implementation of dashboards with Power BI provides real-time visibility of service information, enabling greater agility in decision-making. Ibermática also introduces a broad range of service enhancements to eliminate barriers, such as a new support channel via WhatsApp with a built-in chatbot.

This technology offers numerous benefits. Users from different groups, such as those with disabilities, foreign students, people over 65, and those with difficulties interacting with technology, benefit from more agile responses, and greater accessibility, quality, and efficiency. This leads to a wider dissemination of messages and higher user satisfaction through a reduction in SLA resolution time. Furthermore, improvements such as auditing and monitoring of telephony configuration, a remote control system in student support with ISL technology, and daily/monthly reports and proposals for improvement optimize the service and further enhance the user experience.