Brown University Success Story
Restore a True Support Partnership—Without the Sales Pitch
Success Story Overview
Brown University, a prestigious Ivy League institution in Providence, Rhode Island, is widely respected for its open curriculum and strong academic programs in medicine, engineering, public health, and professional studies. For nearly two decades, Michael Rosendale, Associate Systems Director, has overseen IT operations at Brown University—ensuring the right systems and support are in place to serve thousands of students and staff.
But after years under Microsoft’s Premier and later Unified Support, the University’s IT team found themselves battling more frustration than solutions. The move to US Cloud third-party Microsoft support helped them reclaim technical excellence and responsive service.
Quick Stats
Organization: Brown University
Location: Rhode Island (United States)
Industry: Education
Size: Large (1,000 – 10,000 employees)
Why They Replaced Unified: support engineers who acted like sales reps, slow ticket resolutions
The Challenge: Lost Trust in Microsoft Support
Over time, Brown University’s experience with Microsoft Support shifted from dependable to dysfunctional. When Microsoft transitioned from Premier to Unified Support, the technical expertise that once defined their service vanished.
“We started seeing a shuffle in our technical account managers… CSAMs were more sales-oriented than technical. We lost that relationship,” Rosendale said.
The shift resulted in inefficient service experiences and communication breakdowns. Even with well-documented support requests, Brown University’s team was forced to re-explain issues repeatedly to entry-level engineers with limited technical depth. It had gotten to the point that people on his IT team didn’t want to open tickets anymore because they felt it wasn’t worth the time.
IT leadership at the University recognized it was time for a change.
Why We Switched: “We Needed Something Better”Brown University was intentional in its search for better Microsoft support. Though some initial concerns existed around losing a direct line to Microsoft, those quickly faded once the team understood that US Cloud could escalate cases to Microsoft if necessary—serving as both shield and bridge.
“Once we understood [that switching to US Cloud didn’t mean sacrificing all help from Microsoft], it was a no-brainer,” said Rosendale. “We removed the frustration of low-level engineers and finally got support we could count on.”
From Frustration to Flow: Life with US Cloud
Since switching to US Cloud, Brown University has enjoyed a consistent, expert-level experience—marked by streamlined support, dedicated account management, and clear communication.
Key Improvements After Switching to Third-Party Support:
- One consistent account manager who truly understands their environment
- Fast, effective ticket resolution with responsive engineers
- Smooth handoffs during escalations and time zone transitions
- Proactive communication and regular check-ins
- Flexible contract management based on real usage
Rosendale notes, “I haven’t heard a single negative thing from anyone on the team…The communication has been great. The handoffs and escalations have been excellent.”
Even after enduring years of poor support, Brown University’s IT team is now regaining confidence in opening support cases—knowing they won’t be met with inefficiency or indifference.
Beyond Support: Partnership in Progress
US Cloud’s value didn’t stop at ticket resolution. Brown University has embraced added benefits like health checks, insights into contract usage, and new services being rolled out over time.
Rosendale commented, “I like that US Cloud is expanding and offering more services—even more than what we signed on for.” Their team now benefits from the new services that US Cloud rolls out as the team gains experience and experienced engineers.
Conclusion: A No-Brainer for Brown University
Brown University’s experience with US Cloud is a textbook example of how world-class institutions benefit from third-party Microsoft support that puts clients first.
For Brown University, the US Cloud team took a gridlocked Unified support system and provided their team with Microsoft support that just works. “This status of ‘just working great’—that’s helpful for us, really,” Rosendale concluded. “With US Cloud, we don’t dread opening a support ticket anymore.”
From sales-free service to timely resolutions and expert insight, US Cloud delivered the support Brown University needed—and deserved.
| Benefit | Before US Cloud (Microsoft Unified Support) | After US Cloud (Third-Party Microsoft Support) |
|---|---|---|
| Support Engineer Quality | Low-level engineers reading scripts; lacked technical depth | Senior engineers with technical expertise and clear understanding of environment |
| Ticket Resolution Experience | Repetitive questions despite detailed case submissions; slow progress |
Fast resolutions; smooth communication; no redundant questions |
| Account Management | Frequent turnover; CSAMs with sales focus | Consistent account manager; monthly check-ins; trusted advisor |
| Customer Relationship | Sales-driven conversations; loss of trusted advocate | Personalized, technical-focused relationship with proactive outreach |
| Escalations & Handoffs | Poor handoffs; lost progress with shift changes or absence | Seamless handoffs; escalations handled quickly and effectively |
| Team Morale & Confidence | Team avoided opening tickets due to frustration and inefficiency | Restored trust in support process; team encouraged to open tickets |
| Contract Flexibility | Rigid contract; poor visibility into value received | Usage-based adjustments; transparent contract renewal process |
| Proactive Services | Previously included, later diminished | Regained proactive services like health checks |
| Time Zone Support | Delays with off-shift engineers; slow initial responses | No time zone issues; fast and coordinated support regardless of working hours |
| Overall Experience | Frustrating, inefficient, and devalued | Responsive, technically sound, and customer-centric |
