Wa-Nee Community Schools - Case Study

The following case study is based on an interview conducted with Tyson Mock, Wa-Nee School District.

Not long after joining Wa-Nee's IT department, Tyson Mock realize the district desperately needed to establish a streamlined, repeatable process for handling the customer service inquires that streamed in from its five schools. Looking for a help desk solution to provide the foundation, he quickly found HelpSpot's "clean and simple interface" coupled with "tons of little featureS...made (it) stand out from the crowded help desk market."

"Prior to HelpSpot, our school district used email and paperwork to track work requests", which left little ability to document the steps taken to resolve individual requests. The IT department now "spends less time figuring out how to do something that was done before" and is able to more efficiently and quickly address issues. Resulting in a "dramatic improvement" to their customer service.

To support the structure of the district, Tyson uses HelpSpot to establish one place where the first-level support staff in the field-at each school-can login to "report problems, (check the) status of existing request, or search (knowledge books and/or forums) for resolutions to issues".

Given the field staff's role requires limited technical capability, Tyson feared the transition away from the old 'system' would be difficult. However feedback has been "very positive" as HelpSpot has created more transparency, allowing them to "look at the current workload of the district tech staff and see why (they haven't) responded immediately".

Given the proven success district IT has seen with HelpSpot, the facilities department has also made the decision to rollout HelpSpot. While their volume is less than IT, they too have seen similar success by using it more as a work history repository.

What's next for HelpSpot and Wa-Nee? With the internal process solidly in-place, Tyson is starting to think about proactive steps that can be taken to educate the district's staff/teachers, ultimately with the goal of reducing the number of inquiries. To start he's planning to use "public knowledge books to create documentation for new teachers...that include tutorials where appropriate".

About the Organization:
Wa-Nee Community School is a K-12 public school district in the state of Indiana. Wa-Nee's mission is to provide an educational system of the highest quality, ensuring academic excellence and empowering all students to become productive, responsible citizens.

To learn more about them, visit them at http://www.wanee.org.