Glenbrook High School District Enhances Support Structure with Freshdesk

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Glenbrook High School District, located in Illinois, USA, was facing significant challenges with its outdated support systems. The district, which comprises several schools and serves over 5,300 students, was struggling to provide a streamlined and efficient support structure for its students, teachers, and staff. The existing tools, Servicewise and Web Help Desk, were underdeveloped and not fully cloud-based, making them difficult to use and ineffective in meeting the needs of the end-users. The lack of a robust support structure was leading to issues such as lack of follow-ups and closure of assistance requests. The district needed a solution that would not only replace the outdated systems but also bring structure to the support process.

Glenbrook High School District is an educational institution located in the villages of Glenview and Northbrook, Illinois, USA. The district is home to several schools and serves over 5,300 students. It employs 450 full-time educators dedicated to providing the best possible learning experience for its students. In addition, the district has 1,100 full-time employees managing various departments within the school district. The district's assistant superintendent, Dr. R.J Gravel, also takes up COO CTO responsibilities within the organization, with a top priority of providing a great learning experience for all students.

To address these challenges, Glenbrook High School District implemented Freshdesk, a cloud-based customer support software. Freshdesk was chosen for its simplicity, intuitiveness, and cloud-based nature, which made it easy to use for all users, regardless of their technical proficiency. The software also provided an online searchable knowledge base, enabling self-service for visitors and reducing the need for agent intervention. During the COVID-19 pandemic, when the district had to transition to remote learning, Freshdesk's integration with the Freshcaller cloud telephony system proved invaluable. It allowed the district to manage increasing support volumes, handle missed phone calls and voicemails effectively, and route calls to the right support personnel. The ability to transfer calls between agents or to the right staff or technical personnel, even on the move, significantly improved resolution times.

• The implementation of Freshdesk has brought about significant operational improvements for Glenbrook High School District. The software's simplicity and intuitiveness have made it easily accessible to all users, regardless of their technical proficiency. The online searchable knowledge base has empowered users to find answers on their own, reducing the need for agent intervention. The integration with Freshcaller has enabled the district to manage increasing support volumes effectively during the transition to remote learning. It has also improved the handling of missed phone calls and voicemails and facilitated efficient call routing. The ability to transfer calls has significantly sped up response times and helped the district achieve its service level agreements quicker. Furthermore, the district has been able to avoid hiring extra temporary staff, leading to cost savings.

• Resolution times improved by 75%

• 80% of tickets are closed within the first 8 hours

• Tickets are now closed well within 2 hours after the first contact, as opposed to the previous 2 to 16 hours