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

Donvale Christian College Sees 99% First Call Resolution With Freshservice

Donvale Christian College, a non-denominational co-educational school in Melbourne serving over 1,200 students, needed to replace SolarWinds with an ITIL-aligned, user-friendly ITSM to support staff, students and parents. After evaluating more than 20 products, Donvale Christian College selected Freshworks’ Freshservice to provide a flexible, easy-to-use platform for its IT and maintenance teams.

Freshworks implemented Freshservice for eight agents with SAML and SCCM integrations, automation, and an intuitive portal, which cut backlog and improved communication, reporting and support workflows. As a result, Donvale Christian College saw measurable gains — 99% first-call resolution and 99% SLA compliance — along with higher ticket throughput, faster response times and better overall service quality.

Donvale Christian College

Joshua Lyon

ICT Manager