BlackBeltHelp

        • EduBot - AI Chatbot and Voice Bots

          Generative and curated AI Bot with seamless campus integration for personalized and immediate assistance

          Through seamless integration with your campus systems, EduBot Chat and Voice address questions related to IT, LMS, admissions, financial aid, registrar, bursar, general adinistration and beyond.

          EduView - Integrated Support Platform

          Streamline and centralize how support staff receive and deliver information

          A single-screen platform for viewing all user information across multiple systems, and performing all support activities from password reset to tier 2 support ticketing and resolution.

          EduMessenger - Bi-Directional, AI-Powered Texting

          Boost student engagement with targeted and automated SMS outreach and inbound communication.

          Drive engagement and prompt action with EduMessenger’s two-way AI-powered and automated text messaging.

          Data and Analytics - CX Portal

          Real-time insights and analytics for resource planning and decision making.

          Access comprehensive data, reporting and analytics from call volume and chat engagements to student behavior and beyond.

        • IT Helpdesk ​Support

          24/7, cost-effective, IT helpdesk services

          Address issues related to hardware, software, Networking, Email, Office 365, and beyond.

          Student Services Support

          24/7, One-Stop student support services

          Around-the-clock, multimodal, personalized student support services.

          Admissions Support​

          24/7 admissions assistance from inquiry to enrollment

          Streamline the admissions process through around-the-clock, multi-channel, assistance to prospective students.

          Financial Aid Support

          24/7 financial aid assistance to students and their families

          Streamline the financial aid process through around-the-clock, multi-channel, assistance to students and their families.

          LMS Helpdesk Support

          24/7 support for all leading LMS platforms

          Comprehensive LMS support for Blackboard®, Canvas®, D2L®, and Moodle®, ensuring secure and uninterrupted assistance.

          Enterprise Application Support

          24/7 Tier 2, 3, and 4 Application Support

          Round-the-clock Tier 2, 3 and 4 enterprise application support to streamline operations, enhance security, and ensure IT reliability for higher ed institutions.

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Cleveland State University​​

How Cleveland State University improved student support efficiency and enhanced service delivery with BlackBeltHelp’s IT & LMS Helpdesk solutions.

Download Case Study

About the Institution

Founded: 1964
Total Enrollment: 14,385

Cleveland State University (CSU) is a public research university in Cleveland, Ohio. CSU offers a diverse range of academic programs across 10 colleges and schools. Known for its commitment to student success, CSU provides numerous opportunities for experiential learning, including internships, co-ops, and research projects. The university’s urban campus offers a vibrant environment and easy access to cultural attractions and professional opportunities.​

Website: www.csuohio.edu

The Challenge

Cleveland State University faced challenges in managing growing student support demands, especially with the transition to eLearning and the need for robust IT services. Initially, the university struggled to keep up with student inquiries, resulting in delays and a lack of real-time support, which impacted the overall student experience.

The university realized the need for:

  • Comprehensive IT and LMS helpdesk support to handle increasing interaction volumes.
  • Reducing response times and ensuring high First Contact Resolution (FCR)

The Solution

Since 2014, BlackBeltHelp has provided Cleveland State University with LMS support, handling 2,500 interactions through live chat, email, and phone. In 2021, the university expanded its partnership to include IT helpdesk support, increasing interactions to 10,000 annually.

The Impact

  • 69 Secs. Avg. Speed to Answer

  • 90% SLA
  • 12K+​​ Annual Interactions​
  • 85% Resolution Percentage

In Their Words

“We saw a tremendous increase in customer satisfaction with our helpdesk services. We noticed continuous improvement-whenever we brought issues to the table and asked for changes, there was no hesitation; they were implemented. BlackBeltHelp excels at bringing new ideas, taking our feedback, and putting it into practice.”

Zachary D Shanes
IT Services Coordinator​
Cleveland State University (CSU)​​