Case Study: Hopkins County Schools achieves halved response times and immediate ROI with Agiloft

Automating Helpdesk Services Achieves Immediate ROI

Hopkins County Board of Education’s technology support team, which serves 14 schools and over 2,250 computers, needed a budget-friendly helpdesk to track and route issues, notify schools, and monitor activity so nothing slipped through the cracks. Their previous product’s restrictive licensing, clumsy client-server design, and poor web interface limited who could submit tickets and forced manual assignment and routing.

They selected SupportWizard/Agiloft and implemented a customized solution with Active Directory integration, automated assignment and escalation rules, browser-based ticketing, and reporting—deployed and certified for production in two weeks. The results: response times were cut in half, open work orders dropped from 50 to 4 in six weeks, technician throughput rose from 18 to 23 issues per week, ROI was realized before payment, and user satisfaction, security, and administrative costs all improved.

Hopkins County Schools

Shari Winstead

IT Director