Technical Support for K-12 schools undertaking remote learning has proven to be incredibly challenging when managing multiple requests and demands from students and staff.
Girikon’s K-12 Service Desk Solution is configured using Salesforce Essentials Cloud designed for the Education industry and is used extensively by Education Providers to support their Technical Departments.
According to UNESCO, by the end of March 2020 over 1.5 billion pupils, or 87% of the world’s student population across 165 countries had been affected by school closures caused by COVID-19. In Australia, K-12 schools have experienced shutdowns and interruptions in the states and territories. In Victoria and NSW, the extent and period of closures have impacted the way students have participated in class activities and other extra curriculum activities. During early May, only 3% of children in Victorian government schools were in attendance, whereas the Northern Territory had returned to normalcy with an attendance level of 79%.
The Technical Support department for K-12 schools undertaking remote learning has increasingly become a challenge. Technical team members who provided support for a vast number and a variety of software products distributed by education departments across the country also had to deal with an increasing number of security protocols for the safe delivery of learning content.
These Technical Support departments play a key role in dealing with the administration of support responses and resolutions for the continued influx of issues from teachers, students, and admin staff running the school.
Due to the short-term impact of Covid 19 and the growing digitisation of the education market, IT Managers and Technical Support teams are increasingly under constant scrutiny about response and resolution of technical issues with software and hardware used by K-12 schools. In all jurisdictions across Australia, there is often a single technician focussing on many students, teachers, and administration staff members, attending to their day-to-day needs and sometimes strategic projects to improve the digital experience. This is not limited to public schools and is increasingly seen in larger public and private K-12 colleges.
K-12 Education Providers need a platform to be able to prioritise, respond and resolve issues for all stakeholders contributing to student engagement during these challenging times.
Girikon has developed the K-12 Service Desk Solution to enable the efficient and effective management of technical issues arising from the growing use of technology in schools.
Boost agent productivity and deliver everything agents need to close cases faster, all on one screen.
Help agents manage cases, by assigning a case to an agent as soon as it is created, escalating a case, and closing a case when it is solved.
Get the right answers to the agents and customers faster, by enabling the standard Knowledge and Help Center in the Salesforce Org to publish articles for more efficient issue resolution.
Show a complete view of your customers, including activity history, key contacts, customer communications, and internal account discussions.
Streamline case generation through both emails and web to cases.
Automate routing of work items (cases, leads, or other works) to the most appropriate agent based on employees’ skill set and availability, and work items’ priority levels.
Track, filter, and qualify new prospective customers.
Assist staff in making more informed and consistent decisions with real-time custom pipeline reports and dashboards.
Being our first time hearing of Salesforce, Yiannis and Mokshith really helped us get our head around what it is and what it's capable of doing. We came to them with many problems we needed solved for our Advocacy Service, and we were able to get an outcome that works great for our needs. Our day-to-day operations have been streamlined by cutting out a lot of back and forth to the students using our service with a tailor-made form that addresses all the information we require upfront, rather than later through many emails. Compared to the system we were using previously, Salesforce and Girikon together, allow us infinite opportunities to improve our service. We are continuing to work with Girikon for other projects our broader business needs and are sure the outcomes will be successful too.
The team are engaging and knowledgeable of the product. They are capable of providing advice and recommendations for “non-technical” people 😊. The team are responsive and continue to support us on our Salesforce journey, no matter how big or small the question. We look forward to continuing to work with the team.
Girikon has been our trusted Salesforce advisor for 2 years. We needed a partner who really understood our unique challenges, and with their extensive experience in consulting for the not-for-profit sector, Girikon helped us get closer to the finish line.
Girikon was excellent in suggesting and implementing what’s a simple process but actually has a number of underlying processes that we now use to better forecast and report over time. If I were to say, there’s probably Agile project management at its finest.
As we were the first higher education institution in our region to adopt the EDA with the Student Success Hub (SSH), there was a lengthy scoping phase for this project. Girikon were excellent in assisting us with discovering our needs and how Salesforce could meet and exceed those needs.
Girikon's attention to detail and willingness to find integrated solutions with our existing platforms was outstanding. The level of resources they provided to the engagement always made us feel prioritized as a client and kept the project on track. Overall it was the quality and level of project management that stood out across the engagement to make it so successful.
Our experience with the Girikon team has been fantastic. They helped us develop a custom Salesforce solution to integrate our new website with Salesforce, right before the launch of one of our major annual-giving campaigns. They helped us develop a custom API to integrate our new website with Salesforce, set up our campaigns and streamlined the overall campaign and donor management process. As a small not-for-profit with limited resources, Girikon has become our go-to Salesforce partner. Thanks Girikon!
Thanks so much to everyone on the team for getting Phase 2A completed on schedule.
I appreciate the cooperative spirit and the attention to detail that enabled us to streamline the entire process in order to achieve success and to meet our goals.
I couldn't be more thrilled to work with such a terrific group of people, and I'm looking forward to working with you on the next 2 phases of the project!
With many thanks,
Very happy with Girikon, as they finish the project working us a team and they got really engaged with our needs and specifications. The communication was excellent and i am more then happy to recommend Girikon to anyone for salesforce projects. Keep up the good job!
Girikon have provided a great 'end to end' solution with a minimum of fuss and hassle. The iterative manner by which the project evolved has ensured a 'fit for purpose' outcome. Thank you!
“Outstanding Communication”
It was an absolute pleasure working with Girikon. In all the projects undertaken from us, they have been very helpful in building solutions for our ORG. Also, they have very competitive prices. We Will definitely hire them again for any future projects.
Short term initial engagement with real benefits from the product and solutions scoped and delivered. Good experience with an educated & passionate Salesforce implementation partner.
The team at Girikon were knowledgeable with Salesforce, it's limitations and how best to leverage the resources available to achieve the best outcome. Engagement was flexible and the team continue to support our business.
Yiannis and the team listened carefully to what I needed to achieve and delivered on time and in budget. I look to working with them again in the future.
Girikon team are professional, knowledgeable with Salesforce product and meet objectives in a timely manner. They are a pleasure to work with..
The team at Girikon, they were very professional and detailed in every way! They spent a good amount of time identifying our scope and meticulously understanding our processes before we wrote a single line of code. When they presented a schedule, they stuck to it and the after development support has been top-notch. The Devs have great personalities and I have enjoyed spending time with them building the structure that supports my business. These guys are the best and we already have additional work slated to do with them. We have found a partner for life in Girikon!
From day one, I noticed several differences between Girikon and the previous firms we had worked with. The major difference was the daily communication. I was not only able to jump on a phone call once a day to answer any questions, bounce my ideas to the team and receive progress updates, but also received a daily progress report with upcoming work items.
A project handed off a project to the Girikon team will most certainly be a quality delivery on time and within budget!
We have been extremely impressed with all of our projects with Girikon. They have helped streamline our internal processes, and made our daily work environment a better place to be. Our work together has reduced the amount of tedious “plug-and-chug” work, helped us to innovate new processes, and allowed us to focus on helping our clients.
We at Go! Go! World have had the pleasure of working with the team at Girikon on a very niche project involving multilingual Salesforce B2C implementation.
With brilliant analysis, planning and execution Girikon, not only delivered what we needed but also added value by recommending additional features that we did not previously think possible. Their work ethics and requirement understanding is top-notch and we are absolutely looking forward to working with Girikon for future projects.
I can highly recommend the Girkion Team. They have been amazing since my first contact with them via their website to our Go-Live Date
Girikon were a very diligent team that helped setup our quick-start Salesforce implementation to enable us to have over 250 accounts, over 1,000 contacts and a number of opportunities transferred and then configured for our requirements.
They listened to our requirements for an effective sales engagement process to be implemented, whilst ensuring integration from Pardot was effective for a streamlined process from lead to opportunity. Our team, whilst small in numbers, are scattered around the world, so being able to implement an effective solution that could be trained quickly for users and have them aligning their use was really effective from Girikon
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