Turnkey Solutions Helps Local School District Overcome IT Help Desk Crisis During COVID-19 Pandemic with ProcedureFlow
Client Background
The COVID-19 pandemic brought about a sudden and significant shift to remote operations in many industries, and the education sector was no exception. A local school district was faced with a daunting challenge when they had to switch to remote learning without warning.
Parents and teachers were struggling with the school's hardware and software platforms, resulting in a deluge of calls to the IT Help Desk. Overwhelmed by the sheer volume of calls, the IT leadership team set up a "war room" to provide additional assistance to the beleaguered Help Desk. To address this crisis, the municipality turned to Turnkey Solutions for a solution.
The Challenge
The school district's 10-person IT Help Desk was inundated with calls from parents and teachers grappling with the complexities of remote learning technologies.
Turnkey's Response
Turnkey Solutions recommended ProcedureFlow — a cutting-edge platform that presents knowledge articles in the form of a process flow. With ProcedureFlow, Help Desk agents could easily navigate through the flow that applied to a specific software platform, quickly find the right question to ask the customer, and follow the flow to provide a resolution.
This approach eliminated the need for time-consuming research or reading through long articles, drastically reducing the time needed to respond to customers.
Thanks to ProcedureFlow, the school district was able to quickly hire and train additional Help Desk agents, enabling them to put more people on the phone and reduce wait times. The platform's intuitive interface reduced training time by an impressive 50% to 75%, allowing IT leadership to return to their individual projects.
The Impact
ProcedureFlow provided the school district with a highly effective solution to their overwhelming IT Help Desk call volume. The school district saw a reduction in average handle time, wait time, and volume of callbacks for incorrect information — allowing the Help Desk to handle a higher volume of calls and reducing the number of frustrated parents and teachers.
The school system crisis was resolved, and the district was able to continue delivering high-quality remote learning to its students.
Facing a sudden surge in IT support demand?
Turnkey Solutions helps government agencies and school districts rapidly stabilize help desk operations — from process flow tools to staffing strategy and training.