Harmony Public Schools, a network of 58 charter public schools in Texas, is dedicated to providing high-quality education with a strong emphasis on STEM (Science, Technology, Engineering, and Mathematics). With 4,500 employees serving thousands of students, the organization needed a robust Service Management solution to address unique logistical challenges, such as routing requests across multiple locations and accommodating diverse operational needs.
After evaluating several IT Service Management (ITSM) tools, Harmony Public Schools chose InvGate Service Management for its unmatched customizability. The tool allowed them to create tailored workflows, expand their service catalog, and dramatically improve request resolution times.
Keep reading to learn how Harmony Public Schools transformed its operations with InvGate Service Management!
Read the full success story
Discover how Harmony Public Schools improved service delivery across 58 campuses with InvGate.
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About Harmony Public Schools
Founded in 2000 in Houston, Texas, Harmony Public Schools has grown into a system of 58 charter schools serving traditionally underserved communities. By fostering a collaborative environment and focusing on project-based learning, Harmony equips students with the skills needed to excel as global citizens.
Addressing logistical challenges with customized solutions
Challenges before InvGate
Harmony Public Schools faced several challenges due to the decentralized nature of its operations:
- Routing service requests efficiently across 58 schools in Texas.
- Rigid, costly, and complex tools that couldn’t accommodate the specific needs of an educational institution.
- Limited service categories and inadequate request tracking, leading to unresolved tickets and delayed responses.
How InvGate helped
After evaluating more than 12 tools, including ServiceNow, Zendesk, and SysAid, Harmony Public Schools selected InvGate Service Management for its flexibility and ease of use. With the help of InvGate’s Customer Success team, they customized the tool to address their unique requirements, including:
- Custom workflows: Routing requests based on location and departmental needs.
- Expanded service catalog: Increasing from 56 to 174 service categories, involving collaboration across Finance, Human Resources, IT, and Academics.
- Improved accessibility: A simple, intuitive interface for agents and end users.
- Cloud-based deployment: Seamlessly updated without additional server investments.
Key results of InvGate implementation
By adopting InvGate Service Management, Harmony Public Schools achieved:
- 300% increase in fulfilled service requests: Resolved tickets grew from 500 to 2,000 per month within two months of implementation.
- 71.5% improvement in response times: First response times dropped from one week to two days.
- Expanded service catalog: Supported categories grew from 56 to 174, involving collaboration across all departments.
- Enhanced request tracking: Transitioned from unread emails to automated ticket resolution within a week.
- Scalable adoption: Plans to grow from 550 to 1,200 agents to support the entire organization.
Customizing Service Management for education
Harmony Public Schools’ experience underscores the value of tailoring ITSM tools to meet the unique demands of educational institutions. InvGate’s flexibility allowed the team to:
- Simplify user experience: End users found the tool intuitive and began requesting additional service categories.
- Monitor agent performance: Track operations managers and IT specialists across 58 schools.
- Improve efficiency: Automate workflows and establish clear priorities for faster resolution.
Next steps
Harmony Public Schools plans to further leverage InvGate’s capabilities by:
- Increasing agent adoption from 550 to 1,200 users.
- Building a comprehensive knowledge base to enable self-service for employees.
- Transitioning all employees (4,500) from email to tickets for better request tracking.
- Expanding workflows and creating a second instance to support students and parents, enhancing communication across the district.
Request a free trial today
Ready to customize your service management processes like Harmony Public Schools? Request a 30-day free trial of InvGate Service Management to explore how it can help you optimize workflows and improve customer experience.
