INDUSTRY

Education

LOCATION

USA

USAGE

IT Support

CHALLENGES
  • On-premise tool
  • No helpful information
  • Limited reporting
  • Limited tracking
  • High volume of requests
  • Manual overload
  • Email correspondence
FAVORITE FEATURES
  • Incident management
  • Service request management
  • Change management
  • Self-service
  • Service catalog
  • Automations
  • Canned responses
  • CSAT surveys
  • Reporting

First Call Resolution

70%

SLAs

90%

Customer satisifaction

92%

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.

“Freshservice can help IT managers increase efficiency by changing the conversation from “I need more people to be successful” to “my people are successful because they are able to focus on what they mean to do”

Ben Greeno

IT Director

Judson University

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%