Success Stories

December 21, 2024

by admin

Transforming Educational Experiences with ServiceNow

Client Overview

• Industry: Higher Education
• Location: North America
• Students: 15,000
• Employees: 1,500

Background:
They are a leading institution dedicated to providing quality education and student support. As they grew, so did the challenges in managing student services, IT support, and facility maintenance.

Challenges

• Inefficient Student Services:
  The institution struggled with a high volume of student inquiries and requests, leading to delays and dissatisfaction.
• IT Service Management Gaps:
  Faculty and staff faced long wait times for IT support, affecting their ability to provide quality education.
• Maintenance Delays:
  The process for submitting and managing facility maintenance requests was cumbersome, leading to slow response times.

Solutions Implemented

• Student Services Management:
  They implemented ServiceNow’s Student Services Management to automate student inquiries and requests. This streamlined communication and improved service delivery.
• IT Service Management (ITSM):
  The institution adopted ServiceNow’s ITSM solutions to support faculty and staff more effectively. This included ticketing systems, knowledge management, and real-time support.
• Facilities Management:
  ServiceNow’s Facilities Management module was used to automate maintenance requests and track facility-related services, ensuring timely responses to issues.

Results

• Improved Satisfaction:
  Student and faculty satisfaction scores increased by 35% due to faster response times and improved service delivery.
• Efficient IT Resource Management:
  IT resource management became more effective, reducing average support ticket resolution times by 50%.
• Enhanced Facility Operations:
  Automated maintenance workflows led to a 40% decrease in response times for facility-related requests, resulting in a more comfortable campus environment.

Conclusion:
By leveraging ServiceNow’s comprehensive solutions, they transformed their administrative processes and student services. The successful implementation of Student Services Management, ITSM, and Facilities Management not only addressed existing challenges but also positioned the university for continued excellence in education.