Case Study: Harmony Public Schools achieves 300% increase in fulfilled service requests and 71.5% faster response times with InvGate Service Desk

How Harmony Public Schools Leveraged InvGate’s Customizability to Improve Customer Experience

Harmony Public Schools, a Texas district serving 58 schools and ~4,500 employees, faced complex, location-based routing and multi-area support challenges that existing ITSM tools couldn’t address. They selected InvGate and its cloud-based InvGate Service Desk to provide an education-focused, customizable service management platform tailored to their logistics and communication needs.

InvGate implemented a customized, cloud-hosted Service Desk with a Customer Success team to build a broad service catalog and location-aware routing; Harmony expanded from ~55 to 174 service categories and grew agent adoption to 550. The deployment drove measurable results: a 300% increase in fulfilled service requests, a 71.5% improvement in response times, a roughly 310% increase in service offerings, monthly requests rising from ~500 to 2,000, and first-response times improving from one week to two days.

Harmony Public Schools

Martin Nuñez

Service Desk Manager