Case Study: Judson University achieves streamlined IT support and 92% customer satisfaction with Freshservice

How Judson University streamlined their IT support

Judson University, an evangelical liberal arts college in Illinois with about 1,300 students, relied on a small IT team and a locally hosted helpdesk that struggled with disorganization, limited visibility, and time-consuming manual processes. The team had trouble linking related incidents, tracking trends, and handling a high volume of email-driven requests, while also bearing the overhead of maintaining on-premises software.

Judson moved to Freshservice’s cloud ITSM—deploying incident, change and service request management, a self-service catalog, automations and reporting—which simplified requests, reduced manual work and freed the team from local maintenance. Results included a drop in email tickets from 50% to 33%, first-call resolution rising from 20% to 70%, on-time resolution near 90%, change-related incidents falling from 26 to 2, managed changes increasing from 40% to 100%, and overall customer satisfaction of 92%.

Judson University

Ben Greeno

Interim Director of Information Technology