Freshworks > 实例探究 > 通过 Freshdesk 提高 Glenbrook 高中学区的支持效率

通过 Freshdesk 提高 Glenbrook 高中学区的支持效率

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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) - 云数据库
适用行业
  • 城市与自治市
  • 教育
适用功能
  • 人力资源
  • 销售与市场营销
用例
  • 楼宇自动化与控制
  • 人员跟踪与监控
服务
  • 系统集成
  • 培训
关于客户
格伦布鲁克高中区位于美国伊利诺伊州格伦维尤和诺斯布鲁克村。拥有5,300名学生和1,100名全职员工。
挑战
格伦布鲁克高中学区需要更换过时的系统并为其支持流程建立结构。
解决方案
他们实施了 Freshdesk 来管理支持请求并改进支持结构。
运营影响
  • 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.

数量效益
  • 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

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