Transform your advice team into student champions!
Student Case Manager
Transform your advice team into student champions!

Provide effective advice and advocacy services - online and face to face 

RHUL Students' Union logoRead how the Advice Centre at the Royal Holloway University London Students’ Union has been transformed from using a shared, university-owned ticketing system, to driving a digital communications strategy, managing a 250% increase in cases and growing the team during a pandemic since implementing MSL Student Case Manager.

  • Integration
  • Privacy & security
  • Client records
  • Workflow
  • Case & time recording
  • Dashboards
  • Reporting



Integrate with University student data or allow your advice centre team to create a new database from their own interactions.

For clients using the MSL System®, the MSL Look Up utilises your university student data stored within the MSL System to speed up case creation. No university data, no problem - create a new record for your student when you need to start a case for them.

Details taken by the advice centre are not shared back into the student data to ensure sensitive information is not made available elsewhere.

We knew the Student Case Manager system had been developed for the student advice sector and that it would help us manage our case work and of course benefit the growing number of students needing our support - Royal Holloway University London Students’ Union Advice Centre

Privacy & security

Privacy & security

Your nominated administrators control security of your advice centre data within Student Case Manager by defining your users, roles, teams and organisation - they have access to an audit log of all case record access and actions taken within the system.

Separate, autonomous teams can be set up within the system to ensure that sensitive client or team data isn't shared through dashboards or reports.

Different levels of permissions for users and managers can be set to meet your organisational policies.

Client records

Client records

Record or update student details as they come in through any of your communication channels including email, telephone, mail and face to face interaction.

Set up custom fields to control how client details are recorded and set up relationships between clients, e.g. partners, children, carers, house mates.



Student Case Manager makes use of three case states - New Enquiry, In Progress and Closed - and case reminders can be set which are triggered as a case changes state.

Case reminders reduce errors or forgotten tasks and can be set to prompt another team member for their input.

  • Set up and define reminders and tasks for individuals or the entire team
  • Employ rule-based actions at different stages of a case
  • Set up automatic and manual selection of actions
  • Quickly identify case status and position in the workflow

Case & time recording

Case and time recording

Record the details of cases and define custom fields to control how case types are recorded.

Link new cases to on-going work and to other client cases.

Attach a document, file or any type of incoming or outbound communication to a case record.

Record the time spent on a case or activity.



A suite of dashboards are available for display depending on a user's permissions to provide a snap shot of individual and team cases and activity.



In addition to real-time individual and team dashboards, a series of standard reports are available to track and monitor different areas including demographics, trends in client cases, appointments and actions on cases.

A Tabular Reporting Wizard allows users to build additional reports around cases, clients, advisers and teams. Once created, new reports can be saved alongside existing reports and re-used at a later date.

The Advice Centre now records as part of its monthly case reporting the associated articles we create and publish on the website and the page views each one gets. It really demonstrates how effective timely information can be for our students who might otherwise struggle with an issue and not know where to go for help - Royal Holloway University London Students' Union Advice Centre


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