Case Study: Jamestown Community College improves help desk efficiency with ServicePRO

JamesTown Community College boosts help desk efficiency with ServicePRO, routing over 40% of requests through self service

Jamestown Community College faced challenges with an undocumented and inefficient help desk process. Before implementing ServicePRO, the college had no ticketing system, leading to duplicated efforts, untracked technician work, and an inability to analyze support trends or performance.

By collaborating with ServicePRO to implement its workflow management solution, JCC gained a centralized system for logging, tracking, and automating service requests. The results included efficient, cost-effective support, with over 40% of requests submitted through a self-service portal, and robust data analysis for performance tracking and budget planning. JCC continues to rely on ServicePRO for technical support and plans to expand its use of the platform.

JamesTown Community College