INDUSTRY

Education

LOCATION

United Kingdom

USAGE

IT Support

CHALLENGES
  • Lack of ITSM tool
  • No performance insights
  • Inefficient processes
  • No single interface
  • Phone/email support
  • No tracking ability
FAVORITE FEATURES
  • Reporting
  • Customizable UI
  • CSAT survey
  • Email ticket creation
  • Self-service
  • Ticket notes

About Outwood Grange

Outwood Grange Academy opened in September 2009 as an Academy of Excellence, sponsored by the Outwood Grange Academies Trust. Outwood Grange Academy has founded the Trust to lead the improvement of other schools in the North East of England. The Trust currently sponsors a number of secondary and primaries in the region. Outwood Grange Academy has been a National Training school for nine years and has been accredited as one of the country’s first teaching schools.

Goal

Outwood Grange was looking for a solution to take over its service desk as it made a transition to support its 21 academies and needed a global overview of the issues faced by all the schools.

Solution we provided

The academy decided to switch to a complete service desk solution and picked Freshservice over a few other tools, including Zendesk as its end users found other ITSM offerings daunting and hard-to-use. With Freshservice, Outwood was successful in tracking issues across sites that let them identify large-scale problems before they became critical. Outwood Grange liked that Freshservice was simple to use yet powerful, and brought more clarity to the institution about its issues from a single platform.

“Freshservice has given us clarity into everything that’s happening – it ensures fair and identical service quality across academies”

Stuart Jones

Director of ICT Support Delivery

Outwood Grange

Solution we provided

Currently, Outwood’s 28 agents process an average of 350 tickets a week across its 21 academies, with Freshservice letting them respond to 87% of the tickets within agreed service levels (SLA) as opposed to 73% with their previous tool. Outwood has also seen a 26% increase in first call resolution. With Outwood’s agents not having to respond to redundant issues – which was 65% of the time – like password request, internet connectivity, or even equipment functionality, the number of calls handled by Outwood has dropped by 17%. While the number of tickets have gone up due to an increase in the number of academies, the actual amount of work involved in the ticket lifecycle has come down drastically for Outwood, with SLAs up by 12%.

First call resolution
26%
Redundant issues raised
17%

Increase in SLAs

12%