Benedictine University Increases Student Engagement with BlackBeltHelp’s After-Hours IT Help Desk Support
IL, November 2017: BlackBeltHelp, a leading provider of premium quality help desk products and services in the US higher education industry, is pleased to announce that Benedictine University (BenU) has chosen BlackBeltHelp for after-hours IT Help Desk support. As a part of this association, BlackBeltHelp will provide after-hours (including weekends and holidays) IT Help Desk services to Benedictine University.
BlackBeltHelp’s highly qualified customer service agents will ensure timely resolution of the university’s end-users’ issues, enhancing its student engagement. Benedictine University, through this collaboration aims to achieve their goal of providing round-the-clock assistance to their students.
Under this engagement, BlackBeltHelp will use SalesForce Instance for documentation purposes and resolve BenU’s students’ issues through web forms, via emails, phone calls and over chat. This engagement requires BlackBeltHelp to perform the following functions for Benedictine University to boost its users’ experience:
» Immediate resolution of end users’ queries related to IT
» After-hours support including weekends and holidays
» Escalation of issues to on-site technicians in case they remain unresolved
» Provide cost effective services
» Improve their response time
“24/7 support availability is imperative to make your end users feel cared for. No after-hours support meant dissatisfied students which was an impediment to our student success measures. Hence, we decided to outsource it”, said Miroslava Mejia Krug, VP for Administration and Finance and CFO, Benedictine University. “We picked BlackBeltHelp for their cost effective, innovative solutions. Their clients vouched for them. That made BlackBeltHelp an easy choice for us”, he further added.
Service Level Agreements Include Support for:
» Phone Average Speed to Answer: 60 Seconds on a per month basis >= 80%
» Email and Ticket Average Speed to Answer: < 2 hours on a per-month basis
» Chat Average Speed to Answer: < 3 minutes on a per month basis
» First Call Resolution: > 80%