Vision Helpdesk proves to be beneficial for Educational institutions! One of them is Gravesend Grammar School!
Gravesend Grammar School was started from 19 July 1893. A second school building, known as the Centenary Building, was built in 1993. Gravesend Grammar School is a selective grammar school with academy status
located in Gravesend, Kent, England. The School has a well-deserved reputation for academic success built up through the hard work of staff and students in partnership with parents. The School is also well known for a range of other activities. The School is also well known for a range of other activities. Sports features strongly and the School has a Sportsmark Award. Music and Drama are not only strong academic subjects but also provide a wealth of opportunities to participate in concerts and productions.
The school treats the students with a respect and maturity that allow them to develop into fine young men, who can contribute constructively to society and make a difference to others less able. The school also provides various opportunities to the students. The curriculum work is supported and enriched by visits to theaters, sites of historical interest, geography fieldwork and visits to Europe and beyond. They succeed at things other than just exams and they have an awareness of the value of things creative, dramatic, musical and sporting. The school also provides opportunities to the students to play a range of interests. Also at the end of the year they have the prize giving events. The students who have showed outstanding progress, effort and academic achievement throughout the year are rewarded at these events. This is a way for the parents and also the students to celebrate their success.
The motto of the school is Consule Cunctis which means take thought for everyone. It is a most appropriate School motto and runs through the pastoral care system. The Form Tutor takes responsibility for the well being of students and for monitoring their social and academic progress.
Gravesend unites with Vision Helpdesk to meet their help desk requirements
Elaine Cork from the Management team of Gravesend Grammar School discussed their requirements with Vision helpdesk. One of their main requirements was to distinguish between tickets, as they would receive many tickets each day so they wanted a helpdesk using which each of the tickets can be distinguished properly. During the admission process there were questions that were asked frequently by the parents. So they wanted a way in which they could save the time of the staff members to answer such repetitive questions. They also wanted a way in which they could give timely response to the queries that were raised by the parents. At times it was really difficult for them to keep a track on each and every ticket, so they wanted a way in which they could automate their ticket flow. They also wanted a way in which they would measure and analyze the metrics of their institution.
The solution offered by Vision helpdesk to meet the requirements of Gravesend Grammar School is as stated below:
1) Distinguishing between the tickets:
There were many tickets that were received by them each day, so they wanted a way in which they would properly distinguish between the tickets. The solution that was offered by Vision Helpdesk was ticket properties. Using ticket properties, Tickets can be distinguished by assigning them with different Status, Priority, Status, Flag, Domains and Departments. Thus there was no confusion as tickets are assigned with different ticket properties and thus easing the work.
2) Answering to the questions asked frequently:
There were questions that were asked frequently by the parents during the admission process. So they wanted a way in which they could save the time of the staff members. The solution that was offered was Quick insert or the predefined replies. It also helps to create the Selfhelp knowledge-base articles and this can be used any time while answering to the tickets. The time of the staff members was saved because of this.
3) Timely response to the queries:
There were various queries that were put forth by the parents and they wanted to give timely response to such queries. The solution offered for this was SLA. Whenever a ticket is send, SLA helps to give response to the tickets in timely manner. Thus it helps to give the response to the queries put forth by the parents in time.
4) Automating the ticket flow:
They wanted a way in which they could automate their ticket flow. The solution offered for this was Workflow. Using workflow the desired action is performed on matching the specific criteria conditions. Thus it acts as the decision maker tool and easing the task.
5) Measure and analyze the metrics:
They wanted a way in which they would measure and analyze the metrics of the institution. The solution offered for this was Reports. Vision Helpdesk provides us with the Reporting tool. The reporting tool offers several inbuilt reports which can help you measure and analyze the metrics of an institution.
Meeting with the requirements of such an educational institution was a real privilege for us. Gravesend Grammar School is doing such a noble cause of educating the young minds. Thus all their requirements of distinguishing between tickets, Answering to the frequently asked questions, timely response to the queries, Automating ticket flow and measuring and analyzing the metrics of the organization was met properly!