INDUSTRY
Education
LOCATION
Australia
USAGE
IT, Facilities
CHALLENGES
- Lack of flexibility
- No technical support
- Tool not user-friendly
- Non-intuitive designs
FAVORITE FEATURES
- Automation
- Smart support
- Gamification
- Change management
- Knowledge base
- Reporting
- Incident management
- Slack integration
- Service catalog
- FreshPlugs
- Mobile app
About Donvale Christian College
Commencing in 1975, DCC is a non-denominational co-educational school which is located in the outer eastern suburbs of Melbourne. It currently has over 1200 students from Prep to Year 12. The College was commenced by a group of Christian people to serve Christian families by providing a biblically directed, Christ-centred education. DCC is popular for its widespread use of technology in education.
Goal
DCC needed to replace their existing ITSM tool, Solarwinds, with an ITIL-aligned one to complement their rapid growth. With DCC’s end-users being the staff, students, and parents, the team needed a solution that would let them help the overall community as well as streamline their service desk processes. For DCC, the IT and maintenance team’s work is not just solving problems; it is helping users, providing solutions, and guiding users on how they can do things better and achieve better outcomes.The team is now utilizing the data gathered from Freshservice to effectively improve their support processes.
Solution we provided
After analyzing over 20 ITSM product offerings, including ManageEngine ServiceDesk Plus and Zendesk, DCC selected Freshservice and quickly adapted it for 8 agents in the IT and maintenance teams. Upon implementing Freshservice, DCC saw 99% SLA and first call resolution rating, apart from witnessing significant improvement in service quality, productivity, and technical support.
“Freshservice allows us to do things that matter, when they matter; it allows us to work together as a team to support our users; to not just fix problems but let us be a part of what they do, understand what they do and come to the table with a solution that works – not just from a problem perspective but also through innovation.”
Successes
For DCC and its huge user management system, Freshservice stood out during the evaluation period with its SAML and SCCM integrations. After implementing Freshservice, the backlog reduced drastically; the DCC IT and maintenance team were able to support and resolve issues much more efficiently. The flexibility, reliability and outstanding technical support has prompted DCC to plan their long-term ITSM strategy using Freshservice.
Customer perspective
A few months after implementing Freshservice, DCC conducted an elaborate survey to understand the impact and response of Freshservice from students, staff, and parents. The overwhelming positive response can be attributed to the easy-to-use portal and intuitive UI.
IT and Maintenance team perspective
On implementation of Freshservice, Donvale Christian College saw several immediate benefits. In addition to an easy-to-learn and easy-to-use interface, they enjoyed:
- Improved efficiency: More tickets can be handled in the same time.
- Better quality: Response time and ticket backlogs have greatly reduced.
- Effortless communication: Very easy to communicate about ticket status within the team.
- Greater insights: Reporting shows where the maximum load is coming from, etc.
- Easy automation: Especially canned responses, scenario automation, and Dispatch’r.
