it help desk support iseminar featuring colorado community college system

WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]

Discover how Colorado Community College System Improved its Student Success by Switching to BlackBeltHelp

for its 24x7x365 IT Help Desk Support

To access the audio segment of today’s iSeminar, dial into: Teleconference Number: (415) 655-0052 |Teleconference Code: 257-190-838Audio PIN: Shown on your screen

Warren W. SmithOnline Student Support Specialist,Colorado Community Colleges Online

PRESENTER


TAKE AWAYS

1

2

3

4

5

6

2


WHO IS USING BLACKBELTHELP?

3

and many more…


IT/LMS HELP DESK PRICING PROMO

4

$9,500FOR

1,250 INTERACTIONS

A YEAR

Less than 25% of 1 FT employee

*Includes up to 1,250 interactions per year, discovery and implementation costs.Member may be responsible for additional licensing and phone line costs.

**Valid till March 10th, 2017


HELP DESK GRANT

5

Applications

can be submitted

till

March 10th,

2017

Limited number of

BlackBeltHelp

IT/LMS Support

Grants

To cover

100% COST

(up to $20,000)of BlackBeltHelp

IT/LMS Support

discovery, implementation

and set-up


ABOUT US

6

Major Highlights More Than 800 Academic Programs In 2016 CCCS colleges served 22,117 high school students in undergraduate

courses, creating pathways from high school into higher education. Resident tuition at Community Colleges is $4,107 annually for a full -time

student.

Founded: 1967Total Enrollment: 138,000 as of 2016Location: 13 Community Colleges and 39 locations across ColoradoPresident: Dr. Nancy McCallin


PROBLEM STATEMENT/CHALLENGES

7

Improved management of 24x7 support for the 13 colleges

Increased need for off-hours support to provide above average customer service

The need for a more cost effective solution for 24x7 support

A need for an increased level of professionalism and service toward the agreed upon SLA’s

1

2

3

4


BEFORE BLACKBELTHELP AFTER BLACKBELTHELP

Adequate support for our 13 colleges- BlackBeltHelp provides high quality 24x7 support for students, faculty, and staff

Documentation and reporting was lacking

- Monthly performance reports/periodic health checks including SLA’s- Documented operational procedures (SOP)which help provide excellent customer service

SLA’s were not consistently being met

- Users experience improved customer service with BlackBeltHelp 24x7 support- BlackBeltHelp provided an increase in quality evident by our customer surveyresults

8

THE CHANGE


KickoffDetailed Scoping

Discovery

On-Site/Online Discovery

Infrastructure

Ticketing and Incident Tracking

Agent Training-Knowledge Validation

Soft Launch QA CalibrationGo Give

KickoffDetailed Scoping

Discovery

On-Site Discovery

Infrastructure

Ticketing andIncident Tracking

Agent Training-Knowledge Validation

Soft Launch QA CalibrationGo Give

9

HOW LONG IT TOOK US TO IMPLEMENT?


METRICS ACHIEVED SLA

ASA - Phone 22 seconds 60 seconds

First Call Resolution 88% >80%

10

OUTCOMES(Report – January 2017)

WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 11

LESSONS LEARNED & BEST PRACTICES

Monthly reports, periodic health checks

and Bi-Weekly Meetings with Dedicated Account

Managers

Quick and thorough implementation

Knowledgeable Tier 1 Helpdesk technicians

Knowledgebase is a “living document”.

Great communication ensures constant

improvement.

Ability to provide service to students

when they need

Timely escalation of end users issues


BlackBeltHelp has 200+ clients today

BlackBeltHelp supports over 600,000+ users annually

Handles IT, Financial Aid, HR, Recruitment, Admissions, Enrollment, Retention, Facilities and General Switchboard

All of BlackBeltHelp clients are 100% referenceable

BLACKBELTHELP TODAY

12


24x7x365 Help Desk(Around the clock)

After Hours Help Desk(After business hours, weekends & holidays)

WHAT IS BLACKBELTHELP

13

TicketingSystem

BlackBeltHelpUses Your Ticketing

System

PhoneSystem

Forward YourCalls Local DID

Quality Assurance

All calls recorded for Quality Assurance of

Technicians

Scope ofSupportCustom to

Match Your Scopeof Support

Our Features


SAMPLE SCOPE OF SUPPORT – LMS

Computer-related issues

Basic Instructor Grade book issues

How to submit a quiz

How to post to a discussion thread

Course Navigation

Finding Grades

Adding/Dropping courses

Tier 1

Issues affecting multiple students

Assignment submission failures

Editing Course Content

Advanced Grade book

Course Imports/Exports/Backups

Class Roster Issues

Issues requiring additional access

Tier 2

14


Extensionof your

Help Desk

LMSStudentServices

TechnologySupport

WHAT CAN WE TAKE CALLS ON?



PARTIAL LIST OF BLACKBELTHELP USERS BY ERP & LMS

RVCC

MWCC

Gardner-Webb

Curry

Confederation

Ellucian® Banner®

Limestone College

Neosho

Union Inst

Princeton Theological

Seminary

Jenzabar®

CLC

MassBay

UTSW

Nevada State

PeopleSoft®

Gwynedd Mercy

University

Lasell College

Ellucian® PowerCAMPUS®

MWCC

CLC

MassBay

Babson

Blackboard®

University of South Dakota

CCCS

Conestoga College

Desire2Learn®

Brenau University

Bridgeport

Joliet

Canvas®

Louisiana State University

Union College

Central Wyoming

College

Lasell College

UTSW

Moodle®

16



PARTIAL LIST OF BLACKBELTHELP USERS WHO SWITCHED

AT Still University

Cleveland State University

College Of Lake County

MWCC

Yavapai College

Blackboard®

Raritan Valley Community

College

University of Bridgeport

Carlow University

Ellucian®

17


CASE STUDIES(During Fall Semester Start)

COLLEGEPREVIOUSVENDOR

PROBLEM AREA

BLACKBELTHELPSOLUTION

Blackboard®Average Answer for

Call was > 3.0 minutesAverage Answer for

Call < 35 seconds

Blackboard®Large number of

Service ComplaintsNumber of Service

Complaints decreased significantly

Blackboard®Switched to multiple

vendors due to consistent issues

Increased the First Call Resolution and Overall Customer Satisfaction

18


SELF HELP- PASSWORD RESET

Congratulations!Your password has been reset and sent to your

registered email id

1

Having Trouble?

Accessing Banner

Moodle

Email

2

EMAIL

• Create Account

• Forgot Password

• Change Password

3

Security

Question

What is your pet

name

Submit

BBH PLATFORM


SCOPING DISCOVERY QUESTIONS

20


BLACKBELTHELP ACCESS AND ABILITY

21


OPTIONAL - SALESFORCE TICKETING SYSTEM

Salesforce Service Cloud

• Cloud based service for maximum uptime

• Customized and transparent reporting

• Customizable workflows & triggers

• Customizable auto generated emails

22


SAMPLE REPORTING

23


SALESFORCE KNOWLEDGE

Single Knowledge Base

Article Visibility• Agents + Admin Users• Partner Portal users• End users (Authenticated)• Public

Consistency of Knowledge

Granular Permissions

Complete Transparency

24


CSAT SURVEY

Questionnaire

My Issue was responded to in a timely manner.

The Issue that led to my call or email was successfully resolved.

I received good customer service throughout my most recent help desk experience.

The technician(s) with whom i worked were sufficiently knowledgeable to address my issue.

25

Agree Strongly Agree Neutral Disagree Disagree Strongly





BLACKBELTHELP – INTERACTION MANAGEMENT

Best in class systems to help deliver best in field quality

inContact interaction management system - a cloudbased interaction system that handles all calls, mail,chat, and web form submittal

Capability to manage, track, and report on each interaction at a granular level, to include logging and reporting capability

Ability to completely customize our IVR flow for each interactiontype, as well as to generate external alerts and notifications if conditions are met in a given set of parameters

99.99% up time

26


TRAINING

Agent retention is accomplished through employee education assistance, opportunity for advancement and quarterly bonus programs.

BlackBeltHelp uses the open-source Moodle LMS to deliver andmanage training.

27


TRAININGAgents are required to pass assessments before taking a single call for

your school.

28


BLACKBELTHELP STAFF

BlackBeltHelp’s support technicians have certifications such as:

BlackBeltHelp’s support technicians have experience in providing technical support on behalf of higher education institutions that are using:

Ellucian® Banner®

Ellucian® Luminis®

Datatel

Peoplesoft

Blackboard®

Moodle

Jenzabar

Microsoft® Office®, Microsoft® Windows®, Apple® OS

Internet browsers

Password reset

Outlook®, O365® and web-based email/Zimbra®

Portal for financial/registration services

General portal navigation

Ancillary software packages

Web conferencing (WebX/AdobeConnect)

Telephony usage

Network connectivity (wired and wireless)

29


ADVANCED HELP DESK PRODUCTS


ADVANCED HELP DESK PRODUCTS CONTD..

BlackBeltHelp Lexicon BlackBeltHelp SF1 BlackBeltHelp Chatter

BlackBeltHelp Mobile APP BlackBeltHelp Single Sign-On BlackBeltHelper


BLACKBELTHELP – NEXT STEPS

32

1

2

3

4

5

Provide approximate volume of tickets/interactions for a quote

BlackBeltHelp will share references, Statement of Work & MasterLicense Service Agreement

Q&A or Follow Up Meeting (if required)

Sign the SOW & MLSA

BlackBeltHelp will schedule a Kick Off meeting forimplementation, pilot & Go Live


RON BHALLAChief Executive Officer

Tel : (844) BLKBELT ext. 218

E-mail : [email protected]

NEED MORE INFORMATION?Call Us

34

it help desk support iseminar featuring colorado community college system

Education