Client's pains

We battled a relentless wave of queries from students, pupils, parents, teachers, and educators on funding, study calculations, qualifications, statistics, disability adaptations, and preventive indicators. Fragmented emails and calls bred confusion - no clear categorisation, no traceability, no smooth handoffs—triggering painful delays that left users stranded in frustration and silence.

"SYNERGY forged a dynamic central hub that hums with precision, enabling us to engage and resolve at unprecedented scale." - Service Delivery Manager.

What SYNERGY did

SYNERGY adapted workflows in the no-code Ivanti platform for broad access by any education-linked individual, building a comprehensive service catalogue with offerings that activate templates to auto-route queries to specialised teams.

They enabled flexible access: fully anonymous submissions, deferred identification via details in forms when needed for resolution, or seamless logins through Microsoft 365 (tapping into widespread accounts) and Gmail. Forms gather targeted data, scripting instant ticket generation—centralising all consultations and interactions in the desk to eliminate errors and accelerate responses.

Key takeaways

• Flexible Access Empowers All: Options from anonymous to authenticated invite participation, blending ease with security for every scenario.
• Templates Streamline Direction: Service offerings trigger precise routing, converting query disorder into fluid, reliable team flows.
• Forms Drive Smart Automation: Structured data auto-creates tickets, unveiling patterns that propel from reactive fixes to forward-thinking enhancements.

"Forms spark tickets in a flash—feels like a burden vanishing, replacing email clutter with crisp, immediate action." - Support Specialist.