Metropolitan Nashville Public Schools

Metropolitan Nashville Public Schools

Metropolitan Nashville Public Schools is one of the larger school districts in the country, with 72,000 students across 131 different schools. The system employs 7,700 teachers and 4,100 support staff. And last term, the board answered more than 100,000 phone calls from parents.

Industry

School District

The Challenge

Getting technical support in the Nashville system used to depend on who you knew which necessitated MNPS to add a call center with more support staff for handling parents inquiries.

The Solution

MNPS was already using ServicePRO help desk software, and the software easily scaled up to cover the expanded support team.

The Benefits

I really like ServicePRO. I've had nothing but compliments on it. I think we've made a good choice.

The Challenge

Getting technical support in the Nashville system used to depend on who you knew. So MNPS decided to add more support staff, along with a call center to handle inquiries from parents. But that meant retraining everyone in the community to trust the new system.

The Solution

MNPS was already using ServicePRO help desk software, and the software easily scaled up to cover the expanded support team. Today, MNPS has 172 ServicePRO . Technicians can prioritize issues to make best use of their time, while managers monitor their schools and see detailed reports. Best of all, everyone understands that their problems will get prompt, fair attention.

The Quote

I really like ServicePRO. I’ve had nothing but compliments on it. I think we’ve made a good choice. It’s not too big for us to understand, but we’re not going to outgrow it within two or three years. – Roger Thomas