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Customer Stories

Ivanhoe Grammar School

 

Ivanhoe Grammar School is a multi-campus coeducational Victorian school with campuses in Ivanhoe and Doreen, and a new hybrid secondary-university school in Macleod through a partnership with La Trobe University. The School supports their students to be the best they can be in their achievements and in the development of their individual character.

Ivanhoe Grammar School is focused on the benefits of technology for student learning. The School has iPads for junior years, notebooks for years 7 to 10, and a different hardware platform for years 11 and 12.

Ivanhoe Grammar School required a new partner for its one-to-one program and went to tender to find an expert with a proven track record of working with schools. Of key importance to Melissa Hawkeswood, the School’s Information Technology Operations Manager, were good references from other schools, and an ability to demonstrate fast service turnaround times for repairs of notebooks. David Labozzeta, Somerville’s director of education was a key contact point for Melissa during the tender process. “David has a great name in the industry,” Melissa stated. “He’s upfront and creates realistic expectations.”

Melissa was also impressed with David’s honesty. “David knew his limitations. He didn’t over-promise and under-deliver.”

Through the one-to-one program that Ivanhoe Grammar School selected, Somerville provides expert management. One of the aspects of Ivanhoe Grammar School’s relationship with Somerville that Melissa particularly appreciates is the integration between the school’s job tracking system and Somerville’s ticketing system. The integration reduced double-handling by having the systems talk to each other at various stages of a repair. This system begins with a template email from the school, creating a support request with Somerville and is then queued to the Somerville service technician. Essentially, connecting the school to Somerville – for example, when the service technician updates the system to say that he has completed a repair, the school is automatically notified in their job tracking system.

The school has opted for Somerville’s Elite Service which provides onsite support from a service technician for warranty and repairs. With 86% of repairs being completed on the same day the issue is reported, while more than 95% of repairs are completed by the following day. Melissa is impressed with Somerville’s service levels, openness and communication. “A student with a faulty notebook comes to the help desk, helpdesk logs a job into the Somerville system and a job request is created. Somerville then repair the device on-site and it’s returned the same day in most cases, or the next day for a few cases,” she said. This is possible because Somerville constantly reviews and tweaks the local availability of spare parts, and because there is an onsite technician. Repairs for accidental damage are covered by a capped repair fee that guarantees to protect parents from the high costs of accidental damage.

Another feature of Somerville’s one-to-one program that Ivanhoe Grammar School benefits from is that Somerville removes the school from the need to be involved in the financial aspects of payment for claims. Through the integrated job logging system, the school provides Somerville with parents’ names and contact details and payment for a damaged device is done by parents directly with Somerville. “And there is no need for parents or students to fill out an insurance claim form,” Melissa said.

The Somerville online service system is very dynamic and Somerville’s Jack Jayilian, a senior technical specialist continues to work with the school to add capabilities. Jack stated that “because David and Melissa negotiated for Somerville to take over the support of the previous fleet, we included those devices in our workflow system.”

Melissa was especially grateful for the support provided by her Somerville team. “Jack Jayilian is very responsive and makes the workflow system run very smoothly. Alex Gorzin, our onsite notebook technician is great with his repair schedule too, which we very much appreciate. I wouldn’t hesitate to recommend Somerville to another school,” said Melissa.

Melissa Hawkeswood, Information Technology Operations Manager

Ivanhoe Grammar School

Jack Jayilian is very responsive and makes the workflow system run very smoothly. Alex Gorzin, our onsite notebook technician is great with his repair schedule too, which we very much appreciate. I wouldn’t hesitate to recommend Somerville to another school

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