Case Study: Chesapeake Bay Academy achieves dramatic customer satisfaction gains and faster incident resolution with InvGate Service Desk

Improving customer satisfaction with a professional service desk

Chesapeake Bay Academy, a nonprofit school supporting about 145 end users across 130 PCs and 6 servers, faced missed or delayed incident reporting, no workflows or knowledge management, and no accurate performance data — all because IT and facilities relied on email and manual processes. To solve this, they selected InvGate Service Desk as their ITSM solution.

InvGate implemented its cloud-based Service Desk to provide ticketing, automated email processing, incident prioritization, and reporting/analytics. The result was dramatically improved customer satisfaction, faster resolution times, fewer emergency incidents, clearer prioritization, and measurable performance data — plus infrastructure savings from moving to SaaS.

Chesapeake Bay Academy

Christopher Hoth

Information Systems Manager