Case Study: Donvale Christian College achieves 99% first-call resolution with Freshservice

Donvale Christian College sees 99% first call resolution with Freshservice

Donvale Christian College is a non-denominational Prep–Year 12 school in Melbourne with over 1,200 students that relies heavily on technology. The IT and maintenance teams needed to replace an inflexible, unsupported and non-intuitive ITSM tool with an ITIL-aligned solution to better support staff, students and parents and to streamline service desk processes as the college grew.

After evaluating more than 20 ITSM products, DCC implemented Freshservice for eight agents and quickly reduced backlog while improving productivity and service quality. The college achieved 99% first-call resolution and 99% SLA attainment, benefited from automation, integrations (SAML, SCCM), and an easy-to-use portal, and reported overwhelmingly positive feedback from users.

Donvale Christian College

Joshua Lyon

ICT Manager