Company Overview
UniServices, a research and development powerhouse wholly owned by the University of Auckland, approached GravityLab to help set up their Salesforce orgs and provide guidance on how to manage their growing complexity. With a clear mission to turn leading-edge academic research into practical, scalable solutions, UniServices has long played a key role in New Zealand’s innovation ecosystem. From economic development to social progress, the organisation continues to create lasting impact across the country and beyond.
Core Business Activities
UniServices drives change through a variety of initiatives. It collaborates with researchers from across the university to fast-track discoveries that matter, leads impactful programmes aimed at community betterment, and invests in startups and technologies rooted in research excellence. These ideas don’t sit on the shelf—they’re commercialised through strategic licensing or launched into the world as new ventures.
One of UniServices’ flagship units is the Immunisation Advisory Centre (IMAC), a respected authority in New Zealand’s health sector. IMAC offers expert consultation, manages sector-wide events, and develops and delivers targeted education for healthcare professionals.
Another key unit is Whāraurau, which focuses on mental health education and support. It provides professional development for those working with children, adolescents, and families in mental health and addiction services, and oversees the full lifecycle of course delivery—from design through to evaluation.
Technology Infrastructure
UniServices runs on a smart, connected tech stack with Salesforce at the centre. Salesforce handles CRM functionality, Amazon Connect takes care of telephony, and Make.com provides the glue that links it all together. Brightspace powers learning management, EventBrite handles event registration, and Typeform keeps data flowing smoothly.
Results
Working with GravityLab, UniServices achieved a new level of operational efficiency across its systems and teams. Manual enrolment tasks are now a thing of the past—form submissions kick off automated workflows that create user accounts and enrol participants in courses instantly. Contact records are kept clean and consistent with built-in verification and smart matching. Programme rollouts follow a smooth, structured release cycle that avoids chaos and delivers reliably.
Their contact centres also saw a transformation. Thanks to the integration of Amazon Connect with Salesforce, call centre staff now benefit from screen pops that display caller information as the phone rings, saving time and reducing repetition. Common workflows are automated to reduce double-handling and make customer service more seamless and responsive.
These improvements didn’t just streamline operations—they unlocked scalability. Managing multiple workplaces is now straightforward, dashboards deliver clearer insights with easier sharing, and users enjoy a more intuitive self-service experience. With GravityLab’s guidance, UniServices hasn’t just kept up with growth—they’re confidently leading it.
