Learn how InvGate Service Desk helped Harmony provide support in its 58 schools around Texas, enabling the routing of requests by location and customizing the tool to use cases in the field of education. In this interview, the Service Desk Manager describes the reasons why InvGate was the right choice after trialing 12 other vendors.

Results

  • Updated catalog with 174 service categories
  • Harmony overcame the challenge of the different locations around Texas
  • Metrics for first contact resolution, waiting times, and response times improved
  • The team went from having 500 monthly requests tracked to having visibility over 2,000 in two months.

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