Highly specialized help desk that instantly resolves your Moodle "troubles." A support system that ensures peace of mind in Moodle operations.

Gakushuin University

To the person in charge of the Student Center Academic Affairs Section (at the time of the interview)

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.

To the Academic Affairs Section of Gakushuin University: Our university has been progressing with a full transition to Moodle starting in the 2023 academic year, and at the beginning of the implementation, inquiries from faculty members surged. Previously, other LMS platforms (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.Inquiries exceeded 200 per month, and internal support alone reached its limit. Initially, we outsourced the help desk to another company, but while searching for a vendor capable of providing more specialized support, we came across your website and saw examples from other universities. We thought, "If support can be provided in this way," and decided to contact you.

――HS: Thank you very much. Our company is also an official Moodle partner, and we have extensive experience operating it in educational institutions, so we are very pleased that you were able to see our case studies.

――HS: Could you please tell us the reason why you chose our company?

To the Academic Affairs Section of Gakushuin University: The reason we selected your company from among Moodle partner companies was because of your proven track record at other universities and because the services you offered were exactly what we were looking for. After seeing cases such as Tokyo University of Science, we felt, "We also need this kind of support."

――HS: Thank you very much. In addition to help desk support, our company provides a one-stop service for various Moodle-related support, including conducting seminars, creating manuals, and offering video manuals.

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 Support
Assign personnel equipped with the skills to respond immediately to complex settings and troubleshooting.

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 focused 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 fiscal year, there were especially many inquiries, sometimes exceeding 200 per month. However, since your company started handling them from the second half of 2023, the number has gradually decreased, and now it is about 50 to 60 per month at most. At times with fewer inquiries, it has dropped to around 10.
Teachers have praised your service, saying "You respond immediately even to specialized questions" and "The response is quick," creating a reliable system for consultations. However, some have mentioned that "The answers can be a bit businesslike."

――HS: Do you have any feedback regarding the manuals or seminars?

To the Academic Affairs Section of Gakushuin University: Regarding the manual, there were some 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 seminar, it was well received as the conceptual introduction seemed to help teachers with no prior Moodle experience understand it. However, next time, it would be even better to have content focused specifically on "where beginners should start."

<Future Prospects>
――HS: Please tell us about your future requests and prospects.

To the Academic Affairs Section of Gakushuin University: As the number of inquiries has been decreasing, we are considering reducing the costs for help desk support going forward. However, there remains a need for handling advanced inquiries and providing specialized assistance.
Additionally, we expect that having practice content and training opportunities (such as online content) for faculty members would further promote more independent use. We would like to continue requesting 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

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>>Moodle Beginner's Guide

>>Moodle Implementation and Operation Guide