Judson University sees 250% increase to first call resolution with Freshservice

Judson University is an evangelical Christian liberal arts university located in Elgin, Illinois. Founded in 1963, it has campuses in Elgin and Rockford, Illinois, and a student body of approximately 1,300. Judson University has more than 60 undergraduate majors, minors, and pre-professional programs. It is currently the only evangelical Christian college or university to offer a fully accredited graduate program in architecture. The university offers programs and extracurricular activities in fine arts, including degrees in art and design, music, and concentrations in theater.

The challenge

Judson University’s IT team was using a helpdesk tool, but having major issues organizing and streamlining their activities. Additionally, they were hosting their tool on-premise and facing all the associated issues. They decided to look for an easy-to-use cloud solution that would free up their agents’ time to better serve the university staff and students.

The solution and impact

After assessing several alternatives, Judson University selected Freshservice based on the availability of information throughout the tool, the support for more than traditional helpdesk activities, and value. The migration was smooth and helped the university eliminate many of the concerns and issues they had faced before. With these additional service desk and ITSM capabilities, Judson has achieved far more than expected.