Case Study: Wake Forest University achieves modernized campus IT service delivery and increased self-service adoption with Freshservice

Wake Forest University leverages the “Forest Plan” of Freshworks to enhance campus service delivery

Wake Forest University, a private institution of over 8,450 students and 3,000+ faculty and staff, needed to replace a legacy on‑premise IT service platform that was mobile‑incompatible and suffering from low user adoption. The Information Systems team sought a modern, cloud‑based service desk to consolidate ticketing, capture accurate end‑user information, support multiple request channels, automate triage and prioritization, and deliver campus‑wide announcements.

WFU selected Freshservice for its ease of use, cost effectiveness and out‑of‑the‑box integrations, launching a branded portal called AskDeac and rolling the platform out beyond IT to HR and Finance. By using Knowledge Base, Incident, Change and Asset Management modules, the university increased self‑service ticket submissions, improved agent productivity and visibility, leveraged real‑time analytics to spot trends, and achieved broader campus adoption with plans to onboard more departments.

Wake Forest University

Greg Collins

Senior Client Engagement Specialist