MyKnowledgeMap has expanded its reach across universities and solidified its reputation for delivering exceptional customer service for institutions using the MyProgress ePortfolio. MyProgress currently supports 48 programmes across 64 institutions, with an increasing number of universities and students adopting the system all the time. Yet the demand for customer support has significantly decreased—thanks to our relentless focus on enhancing product quality and maintaining a customer-first approach. 

The MyKnowledgeMap Service Desk data based on July 2022 - 2024​ shows that:

• Full resolution time average reduced by 93%
• Total number of tickets reduced by 36%​
• 29% more Service Desk articles viewed​

This increased and improved service is thanks to our commitment to continuous product enhancement and a customer-centric approach.

Dedicated Implementation Team Understand and Meet University Needs 

Our strategy begins by gaining a deep understanding of the unique needs of an institution, their disciplines, and programmes through focus groups and direct interactions. This valuable insight guides our dedicated Implementation Team in ensuring a smooth transition for universities adopting the MyProgress ePortfolio. The Implementation Team works closely with each institution to configure the ePortfolio to their specific requirements, provides in-depth training sessions, and offers ongoing support throughout the implementation process. This hands-on assistance ensures that universities can maximise the benefits of the MyProgress ePortfolio from day one. 

Feedback from a recent implementation project:

"We had plenty of opportunities to raise any questions. Help is either just an email, phone call or service desk ticket away. One of the best things for us is having that friendly and responsive support from the team. Very easy and friendly team to deal with."

Performance and Reliability Enhancements 

We place a strong emphasis on performance and reliability improvements. Rigorous testing and quality assurance have enabled us to identify and resolve bugs and performance issues promptly, resulting in a more stable and responsive product. This focus on reliability naturally leads to fewer technical issues reported by users, enhancing their overall experience. 

Innovation Driven by Customer Needs 

Innovation is at the heart of our growth strategy. By continuously adding features that align with market needs, such as advanced analytics and reporting tools, we have attracted universities seeking scalable solutions.

These enhancements provide deeper learner progression insights, aiding universities in tailoring their support, decision-making processes, and contributing to their academic success.  

We prioritise and implement changes that directly address common pain points. For instance, we have streamlined the user interface to be more intuitive, reducing the learning curve for new users and minimising user errors. This proactive approach has significantly decreased support tickets related to basic navigation and functionality, allowing university staff and students to focus on their educational goals. 

Comprehensive Support and Resources 

To support our university partners effectively, we have developed a comprehensive knowledge base and self-help resources. This proactive approach empowers users to resolve common issues independently, reducing the volume of support tickets and enhancing overall customer satisfaction. Our resources are continually updated to address new features and common queries, ensuring users always have access to the information they need. 

The MyKnowledgeMap Service Desk is headed up by Donna Cartman, Service Desk Manager, and supported by Service Desk Co-Ordinators Tynesha Radcliffe and William Hukin.

The Service Desk Team is supported by further specialists - the Technical Support Team.

Engaging User Groups and Forums 

Our commitment to customer service extends beyond digital resources. We host annual face-to-face User Groups, providing university staff the opportunity to discuss and explore how other programmes, disciplines, and institutions are using the MyProgress ePortfolio. Recognising the value of these interactions, we are introducing regular ‘MyProgress ePortfolio Best Practice Forums’ online. These forums will facilitate more frequent sharing of best practices and innovative uses of the ePortfolio. 

Growing Our Team for Enhanced Support 

As MyKnowledgeMap continues to expand, we are investing in growing our team to ensure all departments are fully supported. We are thrilled to welcome Sara Eaves as our new Account Manager.

Sara will oversee customer relationships, ensuring that each university receives personalised attention and support. 

Commitment to Excellence 

In summary, our success in growing our customer base while reducing support tickets is a direct result of our unwavering dedication to product improvement, customer support, and best practices. This commitment ensures we meet and exceed the expectations of universities, driving ongoing growth and long-term success for both MyKnowledgeMap and our valued educational partners. 

Get in Touch 

To learn more about how MyProgress could support your programme, or to arrange a demonstration, please contact us at: myprogress@myknowledgemap.com