Continuing the discussion from Back to School '16 - Go-To Resources Guide
Congratulations, you made it through Back To School season! We know how critical this time of year is for students, teachers, school leaders, and all of the supporting faculty, not to mention for you and the rest of your team responsible for answering data-driven questions and providing support and resources to all of your schools.
The entire Schoolzilla team was zeroed in on providing the best possible support experience during this high stakes time of the year, and in doing so we took a few key deliberate actions:
Limited product changes to only deploying bug fixes for issues surfaced through support requests, in doing so minimizing the risk of production changes having any inadvertent negative impact on school partners
Added more teammates to our Support & Reliability teams, so that we could ensure the fastest possible response and resolution times when you had questions or issues come up
Offered Live Chat support, so that you could reach someone instantly if urgent questions or issues came up, in turn accelerating response and resolution times dramatically for the most important challenges you faced
These specific efforts, in addition to lots of hard work across our entire team over the past year on improving stability and reliability - as well as helpful feedback and collaboration with many Data Champions - resulted in our team serving school partners better than ever this Back To School season! Here’s a snapshot of the results:
36% decrease in gross support ticket volume, and that doesn’t even account for a larger community of schools and data champions than prior years (less time on tickets = more time you’re spending supporting your schools!)
Median initial response time: 2.25 business hours
Median resolution time: 10 business hours
Looking ahead to other upcoming busy times of the year for data champions (e.g. start of the '17 spring semester, high stakes testing windows, end of the school year, and Back To School '17), we’re building on our learnings and successes from Back To School '16 and starting early planning right away.
Have ideas or feedback on how we can best support you and your school leaders, teachers, and colleagues? We’d love to hear from you! Feel free to reply below, or reach out to your impact manager.