How Toowoomba Grammar School reawakened their mantra of automation and simplification with HaloITSM’s powerful solution
90% CSAT score and improved SLA times
Solve pain points from both a resource and financial perspective.
Improved IT governance with better communication, tracking and resourcing
Customer
Toowoomba Grammar School
Industry
Education
Tickets
700+ per month
Customer Since
2019
At a glance
Requirements
- Track issues across the entire school in order to allocate resources appropriately and determine pain-points
- Manage SLAs and hold the IT department to account for the responsiveness of tickets
- Increase and standardise communication to customers (students, staff and parents), all of which have different needs
- Integrate key systems including single sign-on functionality
- Have management reporting capabilities to keep track of the above areas.
Solution
Handling over 700 requests per month, our single, centralised ITIL-aligned system has overhauled the daily working lives of the IT department. They have been able to apply better communication, tracking and resourcing, resulting in improved IT Governance.
About Toowoomba Grammar School
Toowoomba Grammar School was established in 1875 and is recognised as one of the premier boarding schools for boys throughout Australia.
Their IT department has a mantra of ‘Automation and Simplification’, which we believe should be at the core of many IT teams across the world. For many years, they have been using a Sharepoint helpdesk system they built in-house. However, as time has passed and technology evolved, they began to see how their helpdesk was no longer aligning with their mantra.
The Challenge
Their current helpdesk system was rudimentary and lacked significant features required. The IT department wanted better visibility and accountability over their helpdesk. Alongside this, they were searching for a system which was simple yet overflowing with essential, powerful features.
They needed to be able to:
- Track issues across the entire school in order to allocate resources appropriately and determine pain-points
- Manage SLAs and hold the IT department to account for the responsiveness of tickets
- Increase and standardise communication to customers (students, staff and parents), all of which have different needs
- Integrate key systems including single sign-on functionality
- Have management reporting in order to keep track of the above areas.
With these points in mind, the IT department compared various ITIL-aligned solutions and came across HaloITSM. Offering an intuitive, robust and cost effective solution, Toowoomba Grammar School utilised our free trial to further explore our capabilities.
“Life before HaloITSM was frustrating. HaloITSM is now the keystone to our IT department. The support is second to none. They listen to requests and even submit them for development. What an amazing company”.
Max Matacchioni, Software Systems and Projects Coordinator
The Solution
With outstanding functionality and the ability to be cloud based, alongside the top support they had received so far, Toowoomba Grammar School’s IT department made the leap to switch to HaloITSM.
In order to get up and running fast, our team went on site and built HaloITSM side by side with their IT team. Our way of working ensures we understand our clients exact requirements and we tailor each implementation to fit these needs.
Prior to HaloITSM, the IT department was struggling with visibility and accountability. This affected multiple areas, such as customer satisfaction, resources and performance tracking. Now, they have an easy to use system which has both shown and solved the pain points within their department.
“The most supportive and involved company I have ever dealt with”.
Max Matacchioni, Software Systems and Projects Coordinator
The Results
Handling over 700 requests per month, our single, centralised ITIL-aligned system has overhauled the daily working lives of the IT department. They have been able to apply better communication, tracking and resourcing as a result of the system, resulting in better IT governance.
Tracking and reporting has enabled the department to see how they are performing. Customer feedback is now visible, which has helped grow customer satisfaction to 90%. Reporting has allowed Toowoomba Grammar School to appropriately resource with a wide range of reporting and dashboard functionality available to the Executive.
Before, the team could not truly track how they were performing as a department. Now, they are able to show their workloads and distribution to upper management, which has proven invaluable for the team.
Dealing with so many requests per month meant an easy to use portal was vital. Within this portal, the department has added knowledge base articles in order to improve the self-serve functionality. Customers can often find solutions to their queries without raising a ticket. With this in place, the department has managed to improve their response time and focus on important, non-repetitive queries.
When adopting HaloITSM, the department didn’t expect it to highlight other systems that were draining valuable resources. With this key reporting, the IT Department has been able to strategically focus on pain points and problem areas from both a resource and financial perspective.
How HaloITSM Helps
Our level of support is commented on time and time again with our customers. We are agile, create bespoke solutions and develop new features and integrations depending on our clients needs.
When asked what Toowoomba Grammar School has been most impressed with, they answered “the support without a doubt. The most supportive and involved company I have ever dealt with”.
Looking to the future, other key integration projects are being targeted such as the phone system to assist in recording calls ‘on the fly’, saving both time and input errors for the technicians.
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