Te Wānanga o Aotearoa gives a fillip to its service desk with Freshworks’ ITSM Suite

About Te Wānanga o Aotearoa

Te Wānanga o Aotearoa (TWoA) — Educating and inspiring Aotearoa, is New Zealand’s second-largest education provider. They have been educating and inspiring New Zealanders of all ages and cultures for over 30 years. TWoA delivers the certificate to master’s degree programs for 30,000 students each year, from more than 120 sites around the country as well as in students’ own homes. They have one of the highest rates of student success amongst NZ tertiary providers, and 96% of their students recommend TWoA as their preferred place of learning. TWoA educates and inspires using Māori values in a way that’s good for everyone.

The Information Communication Technology (ICT) team at TWoA ensures the on-time availability of technological facilities and services throughout the organization.

Objective

TWoA needed to improve its ICT service management (ITSM), service delivery, and ICT support as part of a wider technology transformation initiative.

Given TWoA’s ambitious growth plans and an increasing number of incidents for the ICT team to deal with, they were looking to improve and modernize the ICT service desk delivery on campus with a solution that is cloud-based, easy-to-adopt, and mobile-friendly.

Further, TWoA wanted the solution to;

• Consolidate the ticketing system and improve the SLAs for end-users.
• Capture correct end-user information at the first point of contact.
• Support multiple channels (email, phone, interactive voice response, self-service portal) for end-user request capture.
• Auto-allot and prioritize the processing of an incident and service request.
• Allow easy navigation and ease of use.

The ICT team’s challenges with their existing system, the previous ITSM tool, had given them a clear idea of what to look for in a new tool; it needed to align with their business processes and their strong user-centric service culture.

After thorough testing and evaluation, Freshservice, Freshworks’ ITSM suite, was selected as the new ITSM partner.

Success with Freshservice

There is a shared feeling among the ICT team of the features of Freshservice that has resulted in a better experience and benefits for the end-users and ICT staff alike. “Compared to the other products, the Freshservice interface, inclusive of the admin portal is really easy to work with,” says Jordan Chase, Senior Services Engineer at TWoA. 

Additionally;

1) The Service Catalog has led to a rise in efficiency among the team.

2) There has been a dramatic drop in the number of phone and email tickets, owed to a rise in the use of the self-service portal.

3) The ability to measure and showcase the performance of the ICT team is a huge positive for TWoA.

Being Future-ready

The ICT team at TWoA leverages the dashboard and analytics within Freshservice to monitor SLAs and the different stages of incident and service requests. This has helped the team to streamline processes, increase accountability, and transparency. The team also plans to leverage the Asset Management capabilities within Freshservice more extensively.

By leveraging the integration with Freshcaller, Freshworks’ cloud-based phone system, and call center software, the team is looking forward to bolstering its service desk with a set-up that includes IVR, inbound routing, voicemails, and virtual phone numbers.

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