How Chesapeake Bay Academy Improved IT Support and Customer Satisfaction With InvGate Service Management

Chesapeake Bay Academy, a private nonprofit school for students with learning differences, faced increasing challenges with IT support. Their reliance on email for reporting IT issues and managing requests led to:

• Delayed incident reporting, with issues escalating only when they became emergencies.
• Lack of structured workflows, making it difficult to prioritize requests.
• No performance metrics, leaving IT unable to provide stakeholders with clear data.

After evaluating various free and low-cost ticket management systems, the school found them either too complicated, too limited, or lacking essential integrations. They needed a cost-effective, easy-to-use ITSM solution that could improve incident tracking, prioritization, and service efficiency.

Chesapeake Bay Academy selected InvGate Service Management, transforming its IT support operations. The result? Better resolution times, structured workflows, and dramatically improved customer satisfaction.

Read the full success story

Learn how Chesapeake Bay Academy improved IT service efficiency and end-user experience with InvGate.

Read the full success story Discover how Chesapeake Bay Academy managed to improve its workflow thanks to our tool.

About Chesapeake Bay Academy

Chesapeake Bay Academy is a nonprofit private school specializing in education for students with learning differences. The school provides an individualized approach to learning, integrating technology and innovative teaching methods to support student success.

Optimizing IT service delivery with InvGate

Challenges before InvGate

Before implementing InvGate Service Management, Chesapeake Bay Academy’s IT team struggled with:

• Missed or delayed incident reporting, with issues only addressed when escalated.
• No structured workflows, making it difficult to track and prioritize requests.
• Lack of performance metrics, preventing IT from demonstrating efficiency improvements.

How InvGate helped

By adopting InvGate Service Management, the school achieved:

• Incident prioritization, allowing urgent issues to be addressed faster.
• Improved response and resolution times, reducing IT stress and backlog.
• Cloud-based service, eliminating infrastructure maintenance costs.
• Automated email processing, allowing users to respond directly to tickets via email.

As Christopher Hoth, Information Systems Manager at Chesapeake Bay Academy, explains:

Key results of InvGate implementation

By implementing InvGate Service Management, Chesapeake Bay Academy successfully:

• Improved incident prioritization, ensuring faster resolution times.
• Dramatically increased customer satisfaction, with fewer IT complaints.
• Reduced IT emergencies, thanks to proactive issue tracking.
• Achieved infrastructure cost savings, using a SaaS-based model.

Transforming IT support at Chesapeake Bay Academy

Since implementing InvGate Service Management, Chesapeake Bay Academy’s IT team has:

• Gained better control over incoming requests, improving efficiency.
• Provided better visibility into IT operations, with clear tracking and reporting.
• Eliminated reliance on email, creating a structured request-handling process.

Lessons learned and best practices

Chesapeake Bay Academy’s IT transformation provides key takeaways for other schools and nonprofit organizations:

• Ease of use is critical – If end users won’t adopt a system, it won’t succeed.
  
  
• Automation improves efficiency – Automated email-to-ticket conversion reduced manual effort. 
• Cloud-based ITSM solutions reduce costs – No need for infrastructure investment.
• Structured workflows enhance IT support – Prioritization helps prevent emergencies.

Next steps

Building on this success, Chesapeake Bay Academy plans to:

• Expand InvGate’s use across more departments to improve overall service management.
• Leverage analytics and reporting features to refine IT performance tracking.
• Continue automating workflows to optimize incident resolution.

Request a free trial today

Improve your IT Service Management like Chesapeake Bay Academy. Request a 30-day free trial of InvGate Service Management and see how it can streamline your IT support.