Judson University sees a 250% increase in first call resolution with Freshservice.

About Judson University

Judson University is an evangelical Christian liberal arts university located in Elgin, Illinois, United States. It was founded in 1963. The university has campuses in Elgin and Rockford, Illinois, and a student body of approximately 1,300. Judson University has more than 60 undergraduate majors, minors and pre-professional programs and is currently the only evangelical Christian college or university to offer a fully accredited graduate program in architecture. The university offers programs and extra curricular activities in fine arts, including degrees in art and design, music, and concentrations in theater.

Goal

Judson University’s IT team was using a helpdesk tool, but having major issues organizing and streamlining their activities. Additionally, they were hosting their tool on-premise and facing all the associated issues. They decided to look for an easy-to-use cloud solution that would free up their agents’ time to better serve the university staff and students.

Solution we provided

After assessing a number of alternatives, Judson University selected Freshservice, based on the availability of information throughout the tool, the look and feel, the support for more than traditional helpdesk activities, and value for money. The migration was smooth and helped them eliminate many of the concerns and issues they had faced before. With these additional service desk and ITSM capabilities, Judson has achieved far more than they expected.

Success

 

METRICS	BEFORE FRESHSERVICE	AFTER FRESHSERVICE
First call resolution	20%	70%
Meeting SLA’s	Not measured	90%
Customer Satisfaction	Not measured	92%
Managed Changes	40%	100%
Serious change related incidents	26	2
Tickets raised via email	50%	33%