C&K Enhances Business Processes and IT Alignment with Freshservice

The Creche and Kindergarten Association Limited (C&K), a leading non-profit organization in Australia, faced significant challenges in managing its IT service management (ITSM) tool. With over 350 centres across Queensland, C&K was struggling to scale its processes, systems, and IT infrastructure to meet the demands of its expanding operations. The existing ticketing system was inadequate, leading to misrouted tickets, miscommunication, and a lack of visibility. The system's inability to categorize and route tickets to the right team resulted in confusion and inefficiency. Additionally, the workload was unmanageable, leading to employee burnout. The approval process was cumbersome, involving 10-12 pages of handwritten paperwork and uploading this information onto an external government portal. The lack of a priority matrix and SLA management led to ticket resolution times ranging from 2 days to 2 weeks, causing chaos and frustration.

The Creche and Kindergarten Association Limited (C&K) is one of the largest nonprofit organizations in Australia that offers high-quality early childhood education and childcare. With over 350 centres across Queensland, C&K has a vision to provide best-in-class education for children at an affordable expense. The organization's purpose is to guide children's learning journeys and maximize their life outcomes. Recently, C&K won a government contract to add nearly 150 centres across Queensland, which led to the need to scale its processes, systems, and IT infrastructure rapidly.