Highly specialized help desk that instantly resolves your Moodle "troubles." A support system that ensures peace of mind in Moodle operations.
To support the increased inquiries from faculty due to the university-wide Moodle migration, we were consulted by Gakushuin University and established a specialized help desk. By developing manuals, seminars, and video guides tailored to the internal operational environment, the number of inquiries has gradually decreased, contributing to creating an environment that faculty members can actively utilize.
Gakushuin University
To the person in charge of the Student Center Academic Affairs Section (at the time of the interview)
- Implementation and Operation Support
- Educational Institution
- Improvements
- : Moodle Operation Support
- Improvement Measures
- : ・Inquiry support (Help Desk)
・Provision of operation manuals for teachers
・Conducting online seminars
Customer Requests
――HS: Please tell us about the background of your inquiry to our company.
Gakushuin University Academic Affairs Section: Our university has been progressing with a full transition to Moodle from the 2023 academic year, and at the initial stage of implementation, inquiries from faculty members surged. Previously, other LMSs (such as WebClass and manaba) were used on a faculty-by-faculty basis, but from the perspective of operational costs, we decided to unify the system.
The number of inquiries exceeded 200 per month, and internal handling reached its limit. We first outsourced the help desk to another company, but while searching for a vendor capable of more specialized support, we saw examples from other universities on your website and thought, "If support can be provided in this way," so we contacted you.
――HS: Thank you very much. Our company is an official Moodle partner and has extensive experience in operating within educational institutions, so we are very pleased that you were able to see our case studies.
――HS: Please tell us why you chose our company.
Gakushuin University Academic Affairs Section: We selected your company from among Moodle partner companies because you had a proven track record at other universities, and your support services were exactly what we were looking for. After seeing examples such as Tokyo University of Science, we felt, "We need this kind of support too."
――HS: Thank you very much. In addition to help desk support, our company provides a one-stop service including seminars, manual creation, and video manuals, offering various types of support related to Moodle.
Related Services
＞＞Moodle Implementation Support and Operation Services
Key Points of the Proposal
At Human Science, we focused on the following points in our proposals and responses.
① Establishment of a Help Desk System with Staff Specialized in Moodle
Assign personnel equipped with skills to respond immediately to complex settings and troubles.
② Establishment of a Rapid Response System
Flexible operational rules are set to enable prompt response as much as possible, even in cases requiring emergency handling.
③ Holding Seminars and Providing Manuals for Faculty and Staff
We conduct seminars focusing on explaining the basic structure and fundamental operations of Moodle, along with manuals designed with the concept of "easy to understand even for teachers using Moodle for the first time."
Customer Feedback from Clients
<Effects After Implementation and Evaluation of Human Science>
――HS: How were the effects and reactions after the actual implementation?
Gakushuin University Academic Affairs Section: In the 2023 academic year, there were particularly many inquiries, sometimes exceeding 200 per month, but since your company started handling them in the latter half of 2023, they have gradually decreased, and now it is about 50 to 60 per month at most. At times with fewer inquiries, it has decreased to around 10.
Teachers have given feedback such as "They respond immediately to specialized questions" and "The response is quick," creating a system where they can consult with peace of mind. However, some have mentioned that "the answers are a bit business-like."
――HS: Did you have any opinions about the manuals or seminars?
Gakushuin University Academic Affairs Section: Regarding the manuals, there were comments that "it is somewhat difficult to find the information you want to see." In the future, it might be good to have a "simplified manual" focused on basic operations.
As for the seminars, they were well received as the conceptual introduction helped teachers with no prior Moodle experience to understand. However, next time, it would be better to have content focused specifically on "where beginners should start."
＜Future Outlook＞
――HS: Please tell us about your future requests and outlook.
Gakushuin University Academic Affairs Section: Since the number of inquiries has decreased, we are considering reducing the costs for help desk support going forward. However, there remains a need for handling advanced inquiries and specialized support.
Also, we expect that providing practice content and training opportunities (such as online content) for faculty members could further promote more independent use. We would like to continue to ask for your support.
――HS: We look forward to working with you in the future. Thank you very much.
Related Services
＞＞Moodle Implementation Support and Operation Services
Related Materials
＞＞Moodle Beginner's Guide
＞＞Moodle Implementation and Operation Guide
