A HelpStar Review: How It Works and What It Can Do for You

The Metropolitan Nashville Public Schools is a large school district with 72,000 students, 7,700 teachers, and a support staff of 4,100. Unfortunately, they were not able to keep up with the help requests that came in from staff and parents. After some time, the school board enlarged their support team by an additional fifty, plus a call center. After conducting research and going over a HelpSTAR review, they implemented their program and now have 172 representatives who use HelpSTAR products to prioritize their incoming requests, create their reports, and get answers for the questions they were receiving.

Using a HelpSTAR Review to Answer their Needs

Once the Metropolitan Nashville Public Schools realized that they could not keep up with requests, they looked for a solution that would fit their needs. After researching options and looking through a HelpSTAR review, they realized that HelpSTAR was a perfect match for what they needed. With 131 schools spread out over 525 square miles, getting questions answered and problems fixed was not always easy. Once they read through a HelpSTAR review and implemented the system, they had to educate the different schools on how to send in requests for service instead of using the old fashioned method of calling for help. This was not an easy task at first because employees did not understand why each specific school could not have one single person in charge of help requests. Once they learned the HelpSTAR system and saw how it prioritized assignments, they realized the benefits they could achieve with HelpSTAR. For instance, field agents who were traveling from school to school knew exactly where to go and what to fix first when they got there. Now, all of the district employees know if there is a problem, all they need to do is enter a ticket into HelpSTAR and they will get the help they need.

How the HelpSTAR Review Helped Save the Parents as Well

Because the school district serves so many parents, when they did their HelpSTAR review they needed to make sure that it would handle all of their issues and not just the technical ones. This meant finding a way to satisfy the parents of the 70,000 children in the district. With the help of HelpSTAR, they were able to set up a customer service center in one building with a walk in lobby and a service counter. Between September of 2005 and early 2006, they answered more than 100,000 calls with the help of HelpSTAR. This has been a huge benefit to the employees who were constantly bogged down with questions and phone calls.

The HelpSTAR Review Showed the Reporting Abilities that Could be Possible

The HelpSTAR review that was conducted showed how well the system could handle extra reports and queries with the system. The employees appreciated the detailed information that they could receive through the system and applauded how well it worked. These reports can be used for planning and training as well as resolving other problem tickets. There are a multitude of functions that the reports could be used for but it is easier than ever with the HelpSTAR system.