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In 2005 I was hired by SchoolDude as a Client Adviser. Growing up in the tech support and implementation side of the business, I gained a unique appreciation for the challenges and opportunities facing facility operations professionals at schools. In 2009 the Dude created a Success Management team, where I was fortunate to lead a small team responsible for engaging clients, assessing their opportunities, and helping to maximize their investment. In 2012 started wearing two big hats - Community Engagement Manager and Chief Data Dude. Today I'm very excited to be managing our Client Support team. My passion lies in leading this team of legendary support professionals, connecting peers in SchoolDude Nation, creating a valuable Community experience, and telling stories with data that inspire success in Facility Operations.
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IT Director, Dan Warren and Customer Service Desk Analyst, Lynne Harrison with Des Moines Public Schools recently used the Dude Data Dashboard to measure how well customers are engaging with their request portal- the MySchoolBuilding page.
While Des Moines Public Schools ranks near or above the top 20th percentile for Public K-12 Institutions in work tracked, cycle time, and data integrity, the percentage of Requests from MySchoolBuilding was not where they wanted it to be.
Harrison said, “Seeing the percentage of Requests from the MySchoolBuilding KPI really opened our eyes to the opportunity of streamlining our request to completion process. It forced us to evaluate some of our internal processes and implement some changes to improve the request form.”
The IT Help Desk team resolves over 22,000 incidents per year, so any improvements in the request to completion process will add up to significant savings. Currently customers can submit requests via the MySchoolBuilding page, email or call the help desk. When an incident is submitted through the MySchoolBuilding page customers can be required, based on system settings, to fill out certain fields which can provide more information about the issue, than a standard email or call for help. It will also helps keep customers in the loop with automatic email notifications about the status of the incident and any action taken or request for more information.
Harrison says, “Getting customers to fill out the online request form will result in a significant increase in efficiency for us. We have a ways to go- but will chart our progress with the Dude Data Dashboard to keep us on track.”
Des Moines Public Schools has been leveraging IT, M&O, Inventory, and Facility Use solutions with SchoolDude since 2009.
To learn more about how to track your institution’s Key Performance Indicators, check out our 2 minute video.
If you’d like more information on the MySchoolBuilding page and how it can help streamline the request process and improve customer service, download the whitepaper today.