Four staff supported 12 disjointed portals. A Virtual Agent in Teams now automates common queries, cutting phone volume 10% in six weeks.
One of Australia's leading regional universities serves vocational and higher education students across multiple campuses, ranking first nationally for first-generation student enrollments.
Four service desk staff struggled to handle support volume with an 11% self-service rate, leaving them constantly tied up on phone calls. Users had...
“Back in 2018 and 2019, over-reliance on phones meant we had a self-service rate of around 11%. Most queries were also quite basic in nature. With just four full-time service desk personnel providing support to all students and staff, it could be challenging when they were tied up on the phone. They couldn’t focus on priorities.”
Public university in Australia providing undergraduate and postgraduate education.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Assisted Federation University with its ServiceNow ITSM Pro implementation and best practices.
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