One on-premises service desk for every school Oakford supports
Oakford Technology delivers IT services exclusively to the education sector. To handle requests from many schools in a consistent, measurable way — and keep full control of the data — it runs all IT support on Mint Service Desk On-Premises.
Many schools, many IT environments, one standard of service
As Oakford’s customer base grew, supporting schools with different infrastructures became increasingly complex.
Consistent request handling
Requests from many schools, each with its own IT environment, had to be handled the same way.
Measurable service levels and visibility
Every customer needed measurable service levels and SLA compliance, and the team needed a clearer view of workloads and response times.
Full control of data
An on-premises deployment was needed to keep data under Oakford’s control, as the education sector requires.
One platform for every IT support activity
Since 2022, Oakford has used Mint Service Desk On-Premises as the central platform for all its IT support operations.
Requests become tickets automatically
Incoming requests from schools are captured automatically and tracked through their full lifecycle.
Workflows, categories and reporting
Flexible ticket categorisation, workflows and reporting give real-time insight into workloads and SLA performance.
On-premises by design
Running on Oakford’s own infrastructure keeps full data ownership with the company, in line with sector-specific requirements.
Oakford’s service model is configured in Mint: remote support, on-site services, managed services and consultancy.
What the deployment covers
One on-premises platform for all the IT support Oakford delivers to schools.
One platform for all IT support
Requests from every school are handled in one Mint Service Desk On-Premises environment.
SLA performance in real time
Workflows, categories and reporting show workloads and SLA performance as they happen.
Data stays with Oakford
The platform runs on Oakford’s own infrastructure, in line with sector-specific requirements.
Full context for every customer ticket
CLICO linked tickets to products, licences and service contracts, so consultants see client data, contracts and ticket history in one system.
Several helpdesks merged into one portal
Palletline’s earlier helpdesks ran on outdated platforms with little vendor support. Tickets, assets and the knowledge base now sit in one Mint Service Desk portal.
See how Mint Service Desk would support your customers.
Talk to a product specialist about your service model and the deployment option you need — cloud, managed or on-premises.
