About this template

Education IT Support CRM Template organizes tickets, routes requests, and monitors SLAs. Automations reduce backlogs while dashboards show exactly where support resources are spent.

What’s included

Boards

Accounts - This board helps IT Support Specialists in education manage their relationships with various accounts, such as different schools or educational institutions. It includes columns to track essential details like the account's domain, industry, number of employees, and headquarters location. By maintaining a detailed description and company profile links, IT support can quickly understand the specific needs and context of each account, ensuring tailored and effective support.
Leads - The Leads board is designed to streamline the process of tracking and managing potential new clients or educational institutions that may require IT support. It includes columns for lead names, status, and contact information, allowing specialists to monitor the progress of each lead. The 'Create a contact' button makes it easy to convert leads into contacts, ensuring no opportunity is missed.
Contacts - This board organizes all contact information for individuals within different educational institutions. It includes columns for names, emails, phone numbers, and titles, as well as links to related accounts and deals. By categorizing contacts by type and priority, IT support can prioritize their efforts and ensure that critical issues are addressed promptly. Detailed comments and activity tracking further enhance the ability to manage and follow up on support interactions.
Deals - The Deals board allows IT Support Specialists to track and manage ongoing and potential deals with educational institutions. Columns for deal stages, owners, value, and expected close dates help prioritize and forecast revenue. By connecting deals to relevant contacts and accounts, specialists can maintain a comprehensive view of each deal's context and history, leading to more informed decision-making and effective deal management.
Training Sessions - This board helps manage and organize IT training sessions for educational institutions. Columns for session names, instructors, dates, durations, and locations ensure that all logistical details are covered. Tracking participants and collecting feedback allows IT support to evaluate the effectiveness of training sessions and make necessary improvements, ensuring that educational staff are well-equipped to use IT systems effectively.
Learning Modules - The Learning Modules board is essential for managing the development and deployment of IT-related learning materials for educational institutions. It includes columns for module names, types, assigned personnel, and start and end dates. Monitoring the completion status and notes helps ensure that learning modules are developed on time and meet the needs of the educational staff, contributing to their ongoing professional development and IT proficiency.

Dashboards & Reports

Annual Target - This dashboard allows IT Support Specialists in education to track year-long goals for IT projects, ensuring they meet IT infrastructure improvement targets, and manage resource allocation effectively.
Monthly Target - Helps IT Support Specialists monitor short-term progress on IT support tickets and projects, ensuring month-to-month goals are met and identifying any areas requiring immediate attention.
Average Deal Value - Although traditionally used for sales, in the context of education IT, this dashboard can track the average cost savings or value of IT initiatives, helping to justify investments and demonstrate ROI to stakeholders.
Active deals - Forecasted Revenue - This dashboard helps forecast the budget needed for ongoing IT projects, allowing the IT Support Specialist to plan ahead and ensure funds are allocated appropriately.
Deal status distribution - Tracks the status of various IT support requests and projects, offering insights into workload distribution and helping to identify bottlenecks or areas needing additional resources.
Actual Revenue by Month (Deals won) - In an educational setting, this could track budget utilization and cost savings realized from completed IT projects, providing a clear picture of financial efficiency.
Pipeline conversion - Monitors the progress of IT support tickets from submission to resolution, highlighting the efficiency of the IT support processes and identifying stages that may need improvement.
Activity tracker - Keeps track of all IT support activities, ensuring no ticket or project falls through the cracks, and helps in monitoring the productivity of the IT support team.
Forecasted Revenue by month - Projects monthly IT budget needs based on current and upcoming projects, aiding in financial planning and ensuring sufficient resources are available.
Forecasted Revenue by Stage - Provides insights into the financial requirements at different stages of IT projects, helping to plan for incremental funding and avoid budget shortfalls.
Deals Stages by Rep - Tracks the performance of individual IT support staff, helping to identify top performers and those who may need additional training or support.
Deal Progress based on Month Added - Monitors the progress of IT projects and support tickets based on their start date, ensuring timely completion and helping to manage workloads over time.

Automations

When new email arrives → Notify item subscribers with a message - Ensures that IT support team members are immediately aware of new support requests, allowing for prompt action and reducing response times.
When an email is opened → Notify item subscribers with a message - Notifies the IT support team when a user has opened their response, enabling follow-up actions and ensuring that issues are being actively addressed.
When 'Create a contact' is clicked → Move the item to the Contacts board - Streamlines the process of adding new contacts (e.g., students, faculty) to the IT support system, ensuring that all relevant information is organized and accessible.
When a lead is created → Set its status to 'New Lead' - Automatically categorizes new IT support requests, ensuring that they are immediately visible and can be prioritized accordingly.
When an activity/email is created in Emails & Activities → Update the 'Last interaction' date - Keeps track of the most recent interactions with users, helping IT Support Specialists to maintain up-to-date records and follow up on unresolved issues promptly.

Frequently asked questions

How can this template help me manage IT support tickets for a school or university?

This template allows you to create, assign, and track IT support tickets, ensuring that all requests are handled promptly and efficiently, improving response times and user satisfaction.

How does this CRM template assist with tracking device inventory in an educational institution?

The template includes a dedicated board for device inventory, allowing you to monitor the status, location, and maintenance schedules of all IT equipment across the school or university.

Can this CRM template help in coordinating IT support with faculty and staff?

Yes, it features communication tools and collaboration boards that enable seamless interaction with faculty and staff, ensuring that their IT needs are met in a timely manner.

How can I use this template to prioritize IT support tasks in an educational setting?

The template allows you to categorize and prioritize support tickets based on urgency and impact, helping you to focus on the most critical issues first and manage your workload effectively.

Does this CRM template support tracking software licenses and warranties for school devices?

Yes, it includes columns for recording software licenses, warranty dates, and other relevant information, ensuring that you stay compliant and prepared for renewals and audits.

How can this template help with reporting IT support performance in an educational institution?

The template provides customizable reporting tools that allow you to generate detailed reports on support ticket resolution times, device usage, and overall IT support performance, helping you to identify areas for improvement.

Is this CRM template customizable to fit the specific IT support needs of my school or university?

Absolutely, the template is fully customizable, allowing you to adapt it to the unique processes and requirements of your educational institution, ensuring maximum efficiency and effectiveness.

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