BlackBeltHelp

        • 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.

          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.

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

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

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

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

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

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

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

          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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Fitchburg State University​

How Fitchburg State University​​​ improved their student experience with BlackBeltHelp’s comprehensive IT & LMS Helpdesk

About the Institution

Founded: 1894
Total Enrollment: 6,554

Fitchburg State University (Fitchburg State) is a public university in Fitchburg, Massachusetts. It has 3,421 undergraduate and 1,238 graduate/continuing education students. The university offers undergraduate and graduate degrees in 25 academic disciplines.

Website: www.fitchburgstate.edu

The Challenge

The Fitchburg State University faced delays in addressing support requests due to manual handling, coupled with staffing and resource limitations. These delays resulted in students experiencing difficulty in accessing pertinent information and navigating campus systems and services, leading to frustration and dissatisfaction.

The University realized the need for:

  • 24/7 helpdesk solution for students, faculty and staff.
  • Providing quick responses after-hours and on the weekends and holidays.
  • Achieving a higher level of First Call Resolution.

The Solution

In 2015, BlackBeltHelp deployed its IT & LMS Helpdesk across various departments, including IT, Admissions, Records, Registration, Financial Aid, and Accounts Receivable Services.

The Impact

  • 43 Secs. Avg. Speed to Answer
  • 90% Answer
    Rate
  • 90% First Call Resolution​​
  • 8500 Handled Annual Interactions

In Their Words

“The project initiation phase went smoothly and now that we’re in full production, we still experience high quality service.​”

Ronda M. Thompson
Assistant Director IT, User Services,​
Fitchburg State University​