FiveStar has demonstrated a remarkable ability to adapt and transform, earning them recognition as the leader in delivering transformational IT support. In response to the remote expectations normalized during and after the pandemic, they listened to their customers—teachers and schools—who needed immediate and reliable help with classroom technology. Instead of settling for incremental changes, FiveStar envisioned a bold solution: creating an "easy button" for technology support. By partnering with Thread, they not only modernized tier 1 support but also redefined what exceptional IT assistance looks like in education. The result? A dramatic reduction in resolution times from 24-48 hours to just 10-15 minutes, giving educators instant access to help and ensuring technology becomes a seamless part of the classroom experience.
FiveStar’s innovation didn’t stop with improved resolution times. They combined people, processes, and cutting-edge technology to revolutionize their support model, making it both highly efficient and deeply human-centric. By implementing a virtual service desk, they have empowered their employees to focus on solving problems rather than administrative tasks, creating an environment that attracts, retains, and nurtures top talent. This forward-thinking approach has not only transformed their service delivery but also set a new standard for IT support in the education sector, proving that FiveStar is truly a trailblazer in delivering transformational change.