Case Study: St. Augustine Preparatory Academy achieves faster IT support and better device tracking with Incident IQ

St. Augustine Preparatory Academy cuts IT response times by 67% with Incident IQ

St. Augustine Preparatory Academy, a private school, faced significant challenges as its small IT team struggled with an inadequate system built on Google Forms. The system failed under high demand, leading to lost tickets, duplicate requests, and a lack of visibility into their workload and resolution times. Their device management process was equally problematic, relying on error-prone spreadsheets that made tracking assets and collecting fees difficult. They turned to Incident IQ for a unified platform to manage IT support and assets.

By implementing Incident IQ's iiQ Ticketing and iiQ Assets, the school created a centralized system for all requests and device management. This allowed them to incorporate student helpers safely through role-based permissions and provide real-time visibility on ticket progress. The results were immediate and substantial, with average response times dropping by more than 67% and resolution times improving from three days to just one day. The vendor, Incident IQ, enabled the school to scale support to a second campus without adding staff, improve fee accountability, and build trust through reliable data and corporate-level service.

St. Augustine Preparatory Academy