Case Study

Baldwin Wallace University

The Challenge

Baldwin Wallace University (BW) is an independent, liberal arts and sciences university located in Berea, Ohio, offering bachelor’s
and master’s degrees, certificates, and professional education programs.

The seemingly endless proliferation of technology on any college campus makes the delivery of IT services challenging, to say
the least. But at BW, the IT department had been dealing with a revolving door of help desk products for years. It had deployed
solutions ranging from very small to very big that were managed both on- and off-premises. The university needed to standardize
on a more robust, cloud-based ITSM solution and found its ideal platform in Cherwell.

"University’s mission is ‘students first,’ Cherwell ITSM enables that"
Baldwin Wallace University logo in black and white

The Solution

BW chose Cherwell over competitive ITSM solutions for its expandability. The IT team is now able to run everything from simple help desk ticketing to administrative computing through Cherwell, including the safeguarding of sensitive student data. Silos have been all but eliminated within IT, allowing networking colleagues and instructional technologists to create and track tickets and manage their projects through Cherwell.

"BW’s mission is ‘students first,’ and we use Cherwell to push our initiatives for students forward. We’ve created a one-stop-shop where students can quickly find answers."
-Stephen Coyne, Cherwell developer, Baldwin Wallace University
picture of school building at Baldwin Wallace University