The Mission of
the Charleston County School District, working in partnership
with students, families, the workplace and the community, is to
ensure that all students receive a high quality education that
prepares them to succeed in a complex and competitive world.
Couple this with one of their Performance Goals that one hundred
percent of students who graduate from the Charleston County
School District will demonstrate proficiency in technology
skills as defined every three years as based on the current
status of the field, and you’ve got one big challenge.
To assist CCSD is meeting these challenges, CreekPointe has
partnered with them by way of implementing HEAT and its Self
Service module at their Support Desk. Jay Pastor, CCDS’s
Technology Support Desk Manager, has this to say…
“Since our product is the education of children,
our teachers have limited time to contact the Support Desk. An
immediate benefit was that teachers were able to communicate
their problems without having to hold for the next available
technician. Now, teachers are more likely to send in their
problems more promptly rather than letting them wait until they
get a chance to call. This has eliminated many dropped calls to
our Support Desk.”
“Productivity within the classroom has increased
dramatically and the computer repair time has been reduced by
half which boosts our instruction time throughout the district.
We were receiving approximately 1000 calls a week before we
instituted HEAT Self Service (HSS). Now we receive 25% less
calls. Our teachers are submitting 200 to 250 calls a week
using HSS.”
“Customer
satisfaction, a reduced teacher work load, and an increase in
productivity for the Support Desk are the best reasons to use HSS.”
