Freshworks > 实例探究 > 东华盛顿大学利用 Freshservice 实现 IT 服务现代化并扩展

东华盛顿大学利用 Freshservice 实现 IT 服务现代化并扩展

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技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 基础设施即服务 (IaaS) - 公共云
适用行业
  • 教育
  • 医疗保健和医院
适用功能
  • 维护
用例
  • 库存管理
  • 智慧校园
服务
  • 系统集成
关于客户
东华盛顿大学是一所综合性地区公立大学,拥有多个校区和在线课程。 IT 团队负责确保所有园区的技术设施和服务的可用性。
挑战
东华盛顿大学面临着遗留平台、缺乏最终用户采用、服务请求的可见性和所有权以及可扩展性的挑战。
解决方案
该大学决定注册 Freshservice(Freshworks 的 ITSM 套件),以实现其 IT 服务的现代化和规模化。 Freshservice 提供了敏捷性、零维护和开销挑战,并且通过与其他内部应用程序的开箱即用集成轻松部署。
运营影响
  • The implementation of Freshservice has resulted in a significant transformation of the IT services at EWU. The IT team has been able to streamline processes, increase accountability, and improve transparency. The dashboard and analytics within Freshservice have been instrumental in monitoring SLAs and the different stages of incident and service requests. The ease-of-use, excellent support, and low total cost of ownership of Freshservice have been appreciated by the team. The university plans to leverage the solution for other departments as well. The transition to Freshservice has helped EWU move towards becoming a future-ready, always-on digital campus.

数量效益
  • Improved user adoption with over 50,000 requesters currently using Freshservice.

  • Accrued value within the first week of implementation.

  • Freed up agents' time by deflecting tickets through the self-service portal.

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