How Jeffco reduced their average ticket resolution time from 3 weeks to 3 days

Jeffco Public Schools is one of the largest K-12 districts in Colorado, with around 69,000 students, 14,000 staff, and 168 campuses. Additionally, they have over 50 central administrative Departments. 

Jeffco Public Schools has provided educational excellence since 1950, building strong generational ties throughout the community upon a foundation of quality.

Business Challenges

The support teams at Jeffco were using a combination of disconnected solutions, shared inboxes, a homegrown Knowledge base, and a homegrown chat tool. This led to - 

• no visibility of data and insights
  due to a lack of a one-stop ITSM solution that works seamlessly.

• long ticket resolution time
  due to siloed processes and multiple tools that agents used across teams. Tickets were often resolved after three weeks or even months.

• repetitive manual tasks due to lack of automation
  wasted a lot of time. As a result, support for students and employees was negatively impacted.

Why Jeffco Chose Freshservice

Jeffco had used Oracle's PeopleSoft CRM for 10 years but realized they needed more. Agents wouldn’t have contextual information on the support ticket. They were missing a lot of data points that they needed to be able to resolve a  ticket efficiently.  When a student submitted a ticket regarding a broken laptop, the agent wouldn’t receive any supporting details on the student, laptop, or date or location.

Jeffco was looking for a self-sufficient tool that they could use without coding and could handle students, parents, guardians, community members, and employees across the organization. During this, they were considering some other solutions like ServiceNow and Cherwell. Jeffco chose Freshservice as their solution and began using Freshservice in 2020. They also integrated Freshchat with it since they had outgrown their existing homegrown chat. 

Onboarded 300 agents across 30 teams with ease

Before they got onboarded on Freshservice, the IT team was worried that they were a small team with no coding background and were anxious about how they would handle the tool. But once the onboarding process began, all that changed.  

The IT Team internally worked with different stakeholders from departments like HR, Benefits, Transportation, and others that would be using Freshservice. This helped gauge the requirements of these teams, which led to seamless onboarding. Some departments are still getting onboarded, and the process has been smooth and uncomplicated. 

“While onboarding, if we needed to change a workflow or a form for a certain team, it was a click and drag. We do not have any development background in our team, and we found that we could learn and manage this tool effortlessly. Our Freshservice onboarding has been the best experience ever.” said Alyse.

Jeffco has over 300 agents across 30 teams, like IT, HR, and Transportation. Alyse’s team, part of the IT department, mainly focuses on providing equitable learning solutions to their students by promptly enabling agents with the support they need. All this is unified and streamlined through Freshservice.

They have branded their Freshservice support portal for teachers and staff as Jeffco Help, which supports concerns like providing a device for a classroom, grading, payroll issues, transportation, bus route information, and field trips. For parents and students, they help with information on enrollment, field trips, school choices, transportation, and assessment information. 

Here’s how Jeffco improved the CX and EX of students, customers, and agents with Freshservice: 

• Integrated Freshchat with Freshservice to provide instant and effective support to internal teams. Jeffco also uses Freshchat on the platform to provide quick support during busy seasons for students and parents
• Successfully resolved 186,799 tickets in the last two years. A 2 people team handled these tickets with an average resolution time of 3 days
• Easy support via one unified solution. Personalized dedicated end-user portals for students, parents, teachers, and staff to offer instant support and a delightful end-user experience
• Streamlined processes across their 30 departments, such as IT, HR, and Payroll, Assessments, and Communications that are using the tool
• Auto-assigning of tickets, along with using custom form fields for gathering critical information, helped them provide contextual support and reduce resolution time from 3 weeks to 3 days

 

What’s ahead for Jeffco

Jeffco is now looking at using chatbots to help with ticket deflection. They want to automate a lot of the more repetitive questions like sign-in credential queries, giving agents more time to focus on actually connecting via personalized support to students and parents. They plan on implementing dynamic relationships between assets and users using asset management. They also want to use release management to link their development teams to Freshservice and features like workload management to seamlessly tie it together.