Building a digital-first learning model during a global crisis
When the 2020 Covid pandemic forced INSEAD to move all programmes online overnight, the school needed an end-to-end technology partner that could deliver reliable infrastructure, always-on support, and a rich digital learning experience across four campuses worldwide.
Talk to an expert
- Industry: Education, Higher Education
- Region: Global (Europe, Asia, the Middle East, and North America)
INSEAD is one of the world’s leading and largest graduate business schools. With campuses in four regions and more than 66,000 alumni distributed across 180 countries, the school supports tens of thousands of faculty, staff, students, and alumni.
When the COVID-19 pandemic forced an immediate shift to online programme delivery, INSEAD’s existing digital infrastructure wasn’t built for the scale or speed required. The school needed a partner that could deliver new technology, reliable service desk support, and seamless implementation across its global operations.
On this page
Challenge
INSEAD needed to transition all programmes, interactions, and assessments to a fully digital model almost overnight, exposing severe shortcomings in its existing IT infrastructure.
Solution
Getronics delivered an end-to-end digital workplace solution covering a global service desk, on-site IT and AV support, infrastructure management, and data-driven operational reporting.
Results
INSEAD achieved first-contact resolution above 80% and customer satisfaction above 98%, sustained across multiple contract renewals, while establishing a data-driven operating model that continues to improve learner and staff experience.
Legacy IT infrastructure under sudden, global pressure
Before the pandemic, INSEAD’s digital infrastructure had been designed around an in-person delivery model. Systems, software, and hardware were oriented towards campus-based teaching and on-site support, with limited capacity for large-scale remote access.
When the shift to online delivery came, it came almost overnight. All programmes, assessments, and day-to-day interactions had to move to digital channels. Staff transitioned immediately to working from home, putting pressure on systems that were never designed for that volume or mode of use.
The gaps in INSEAD’s existing technology and processes became impossible to manage without external support.
End-to-end digital workplace services across four campuses
Getronics delivered an end-to-end solution built around three pillars: technology, processes, and people. On the technology side, INSEAD introduced hybrid and virtual teaching models, including virtual reality environments that brought together students, cultures, and ideas through immersive experiences regardless of location. Getronics also developed a conversational AI virtual assistant for INSEAD's internal use, giving staff and faculty a faster, more natural way to find information and resolve everyday requests.
For staff, the transition was supported through always-on service desk access via Microsoft Teams, live webinars on remote working tools, and a growing repository of guidance from experienced support agents. This gave staff the confidence and capability to shift to an online-first approach without disruption.
A data-driven digital campus with consistently high service quality
INSEAD now operates a fully modernised digital environment. First-contact resolution has consistently exceeded 80%, while customer satisfaction has held above 98% across multiple contract renewals.
Data is at the heart of the school’s ongoing strategy. INSEAD now accesses descriptive, diagnostic, predictive, and prescriptive data to drive better decisions, improve the learner experience, and strengthen operational performance. The partnership continues to evolve, with Getronics and INSEAD exploring how AI capabilities and SysTrack endpoint monitoring can further improve the employee and learner experience across the school’s global footprint.
80%+ first-contact resolution
Service desk queries are resolved at first contact at a rate consistently above 80%, reducing escalations and minimising disruption to teaching and research.
98%+ customer satisfaction
Customer satisfaction has remained above 98% across multiple contract renewals, reflecting consistent service quality and strong user trust in the support model.
4 campuses, 1 global support model
INSEAD consolidated its IT support across campuses in Europe, Asia, the Middle East, and North America under a single, integrated service model with Getronics.
“Getronics has been a true strategic partner - seamlessly integrated with our global teams across 4 campuses, 70,000 students, and faculty worldwide. We value their efficiency, collaboration, and commitment to continuous improvement.”
– Nelson Tan
Global Executive Director of Delivery,
INSEAD
"Supporting INSEAD means going beyond technology. It requires innovation in our thinking, creativity in our approach, and a human touch in every interaction."
– Kevin Kori
Customer Success Manager,
Getronics
