Lakeview Church - Case Study

The following case study is based on an interview conducted with David Szpunar of the Lakeview Church in Indianapolis.

When considering the organizations in need of a help desk solution, some might be surprised to hear a church among the list. David Szpunar of Lakeview Church provides insight on those congregations embracing technology, and specifically help desk technology, to support smoother customer service operations.

"Because the (Lakeview) IT department serves all other ministries in the church, it can be difficult to keep requests organized among the large variety of sources." David found that "keeping requests together in one place helps make sure things are properly prioritized (ensuring items don't) fall through the cracks" was a critical component of any solution he selected.

Implementing HelpSpot has fulfilled this need and more. The tracking of email threads in the form of a historical log (for each) that includes actions, resolutions, and even time spent has proven extremely helpful in managing requests that span multiple days or weeks to resolution.

David has grown dependant on the reporting and mobile-interface features to more effectively manage IT's customer service. Using HelpSpot's reporting capability he can monitor daily operations and analyze trends by running breakout reports based on ministries, nature of issue, and even dates of resolution. The mobile interface allows him to stay in-touch with his customers and update requests when away from his desk.

HelpSpot's reach in Lakeview hasn't been limited to IT. David shared his experience with facilities and marketing/communications and subsequently helped get both groups up and running in HelpSpot. Feedback has been positive and both groups plan to expand its use in the near future.

About the Organization:
Lakeview is a multiethnic, multicultural church located at the edge of the urban and suburban world. Lakeview is passionate about God, worship, prayer, community, and ministry to children and youth. Lakeview desires to make its presence strongly felt within the surrounding community, and to become a resource church to other churches in America and overseas.

For more information on their products, visit them at lakeviewchurch.org.

Also, visit David's blog (infotech.lakeviewchurch.org) for his musings and insight into the different uses of technologies at Lakeview.