Freshdesk's IoT Solution Streamlines ESS's Support to 700 School Districts and 80,000 Educators

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ESS, an educational staffing solution provider, was facing challenges in coordinating customer support due to the use of shared inboxes. There was no defined system of assignment, leading to inconsistencies in client responses and a lack of insight into agent performance. The company was struggling to manage the high volume of queries from over 700 school districts and 80,000 educators across 27 states. The shared inbox system was not only inefficient but also time-consuming, as agents had to spend a significant amount of time organizing their personal and group inboxes. The lack of a unified support system was affecting customer satisfaction and the overall efficiency of the support team.

ESS, established in 2000, plays a crucial role in shaping the education of over 2.5 million students. The company works with over 700 school districts across 27 states to find passionate, qualified educators who guide students through the most formative years of their lives. ESS's mission is to free school districts from the administrative efforts of staffing its K-12 teaching positions by connecting them with over 80,000 qualified teachers. ESS helps fill a number of roles, including full-time teachers, substitutes, classroom assistants, and special aides.

ESS implemented Freshdesk, an IoT solution, to streamline its customer support operations. Freshdesk's ticketing and collaboration features, advanced reporting capabilities, and ease of use made it the ideal choice for ESS. The solution provided increased visibility into the performance of regional support teams and complete customer context for seamless conversations from agent to agent. Freshdesk's intelligent assignment feature ensured that the right ticket was routed to the right agent at the right time. The implementation of Freshdesk allowed ESS to graduate from shared inboxes to a more efficient and effective customer support system. The solution's advanced analytics and reports enabled ESS to measure the performance of the customer support function and optimize the team structure based on expertise and experience.

• The implementation of Freshdesk has significantly improved ESS's customer support operations. The solution has not only reduced response times from 24 hours to 7.5 hours but also freed agents from the mundane task of organizing shared inboxes and manually routing queries. The complete customer context provided by Freshdesk has enabled different agents to pick up the customer conversation with confidence, ensuring they don’t have to repeat themselves over and over. The solution has also scaled in line with the organization’s growth, enabling ESS to handle an increasing number of tickets as more school districts come on board. The improved efficiency and effectiveness of the support team have led to increased customer satisfaction.

• 69% reduction in response time

• Handling of 35,000 tickets per month

• Improved client to rep ratio from 16 to 24