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Freshworks > Case Studies > Kern High School District's Journey to 100% Customer Satisfaction with Freshdesk
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Kern High School District's Journey to 100% Customer Satisfaction with Freshdesk

Technology Category
  • Analytics & Modeling - Big Data Analytics
  • Analytics & Modeling - Data-as-a-Service
Applicable Industries
  • Education
  • Glass
Use Cases
  • Personnel Tracking & Monitoring
  • Time Sensitive Networking
Services
  • System Integration
The Challenge

The Kern High School District (KHSD) in California, which comprises 18 comprehensive high schools and 11 alternative, adult, career technical, and special education institutions, was facing a significant challenge in managing its customer service operations. The district office, which began its journey with Freshworks in 2014, had over 50 agents working out of Freshdesk to support the student information system, Synergy, used by over 4000 staff across 34 education institutions. The support teams were set up across functions with separate groups of agents who tackled payroll, student systems, admin, etc. However, they realized that while it was easy for teachers to reach out to their assigned IT technician when they had an issue with their computer, not everyone knew who to reach out to if they had issues with their paycheck or leave applications. This lack of a unified system led to confusion and frustration among both the staff and the agents. The agents were unsure if the incoming requests had already been addressed by someone else, and there was no way to extract metrics and monitor the performance of agents.

About The Customer

The Kern High School District (KHSD) is a large educational institution in California, comprising 18 comprehensive high schools and 11 alternative, adult, career technical, and special education institutions. The district serves over 45,000 students and employs over 4000 staff across 34 education institutions. The district office began its journey with Freshworks in 2014 and currently has over 50 agents working out of Freshdesk to support the student information system, Synergy. The district's customer service philosophy is defined by speed and efficiency, with a focus on providing quick responses and resolutions to all requests.

The Solution

To address these challenges, KHSD turned to Freshdesk. The Director of Fiscal Services at the district, Robert Dickson, recommended Freshdesk as a solution to streamline their customer service operations. With Freshdesk, the team was able to assign ownership and accountability to each ticket, ensuring that each issue was being addressed by a specific agent. This not only improved the efficiency of the support team but also enhanced the customer experience by providing a single point of contact for all support requests. Freshdesk's features such as canned responses and the ability to refer back to resolved tickets made it easier for agents to resolve tickets faster. From a managerial perspective, Freshdesk's reporting and analytics tools provided invaluable insights into agent performance, helping to ensure an equitable balance between workload and pending tickets. Furthermore, Freshdesk's intuitive design reduced the ramp-up time for onboarding new agents.

Operational Impact

  • The implementation of Freshdesk has brought about significant operational improvements for KHSD. The system has simplified communications for customers, eliminating the 'bureaucratic shuffle' and reducing frustration. It has also improved the efficiency of the support team, enabling them to resolve tickets faster. The ability to assign ownership and accountability to each ticket has enhanced the customer experience, providing them with a single point of contact for all support requests. From a managerial perspective, Freshdesk's reporting and analytics tools have provided invaluable insights into agent performance, helping to ensure an equitable balance between workload and pending tickets. Furthermore, the intuitive design of Freshdesk has reduced the ramp-up time for onboarding new agents, making it easier for new hires to get started.

Quantitative Benefit

  • 100% resolution within Service Level Agreement (SLA)

  • 100% Customer Satisfaction (CSAT) score

  • Significant reduction in ramp-up time for onboarding new agents

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