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Freshworks > Case Studies > Eastern Washington University's Transformation with Freshworks' ITSM Suite

Eastern Washington University's Transformation with Freshworks' ITSM Suite

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Technology Category
  • Application Infrastructure & Middleware - Data Exchange & Integration
  • Infrastructure as a Service (IaaS) - Public Cloud
Applicable Industries
  • Education
  • Healthcare & Hospitals
Applicable Functions
  • Maintenance
Use Cases
  • Inventory Management
  • Smart Campus
Services
  • System Integration
About The Customer

Eastern Washington University (EWU) is a comprehensive regional public university located in Cheney, Washington. The university, founded in 1882, offers programs at campuses in Cheney, Spokane, and multiple campus locations throughout the state of Washington. The university is academically divided into six colleges: The College of Arts, Letters, and Education; The College of Business; The College of Science, Technology, Engineering, and Mathematics; The College of Social Sciences; The College of Health Science and Public Health; and University College. With a total enrollment of 12,633 students spread across its campuses and online, the IT team at EWU is tasked with ensuring the on-time availability of technological facilities and services across all the campuses.

The Challenge

Eastern Washington University (EWU), a comprehensive regional public university in Cheney, Washington, faced several challenges with its IT services. The university, which has a total enrollment of 12,633 students spread across multiple campuses and online, was struggling with legacy platforms, lack of end-user adoption, visibility and ownership of service requests, and scalability. The IT team at EWU was tasked with ensuring the on-time availability of technological facilities and services across all the campuses. However, the incumbent on-prem SolarWinds and ServiceNow solutions were not meeting the university's needs. The team was looking to modernize and scale the campus IT services, moving from on-premise to cloud-based solutions. The objective was to improve agent and end-user adoption and extend the solution instance across campus partners, departments, and other offices.

The Solution

To address these challenges, EWU decided to implement Freshservice, Freshworks' ITSM suite. The IT team at EWU chose this solution after thorough due diligence, shortlisting solutions from TeamDynamix, ServiceDesk Plus, JIRA Service Desk, SysAid, Zendesk, and Freshservice. Freshservice provided the agility, zero maintenance and overhead challenges, and easy deployment that the team was looking for. The solution also offered out of the box integration with other in-house applications. Within the first week of implementation, the IT team was able to accrue value. User adoption improved drastically, with over 50,000 requesters currently using it. The self-service portal, powered by robust knowledge management and service catalog capabilities, saw an uptake. The ticket deflection functionality freed up agents to focus on critical tasks. The IT team also replaced spreadsheets to track IT assets by leveraging the integration with Freshservice, JAMF, and Microsoft System Center Configuration Manager.

Operational Impact

  • The implementation of Freshservice has resulted in a significant transformation of the IT services at EWU. The IT team has been able to streamline processes, increase accountability, and improve transparency. The dashboard and analytics within Freshservice have been instrumental in monitoring SLAs and the different stages of incident and service requests. The ease-of-use, excellent support, and low total cost of ownership of Freshservice have been appreciated by the team. The university plans to leverage the solution for other departments as well. The transition to Freshservice has helped EWU move towards becoming a future-ready, always-on digital campus.

Quantitative Benefit

  • Improved user adoption with over 50,000 requesters currently using Freshservice.

  • Accrued value within the first week of implementation.

  • Freed up agents' time by deflecting tickets through the self-service portal.

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