The Enterprise Service Center can be considered the first point of contact in maintaining a high level of customer satisfaction in any institution. With the ideal combination of tools, people and processes, Perceptis brings a winning formula for raising customer satisfaction to new standards.

Help Desk. Technology has become so important to us and our everyday lives, with our ever-increasing reliance on computing and communications. It’s only natural that the level of support students, faculty and staff are expecting and need from your help desk has heightened during the past few years. The help desk presents a tremendous opportunity to create a positive impression of your institution and its professional customer support systems. Whether we provide 24x7 support or work in collaboration with your team to supplement the coverage you provide, Perceptis will craft a customized solution that delivers the highest levels of uninterrupted, professional help desk services.

To ensure help desk standards meet world class service and support levels, Perceptis provides:

• Industry-leading tools for call management, incident management and knowledge management
• A dedication to a Total Incident Management philosophy, meaning that our help desk staff take ownership of the call until a complete and satisfactory resolution to a problem is delivered
• Private-branded online help solutions consistent with your university identity in order to create a seamless end-user experience
• A passion for data metrics and root-cause analysis that allow us to collaborate with you to identify and eliminate recurring issues and reduce costs

Our detailed contracts and “Service Level Agreements” are the foundation we use to assure high quality results and financial responsibility for our Help Desk offering.

Desktop Dispatch Services. For those technology-related requests that require escalation beyond the initial Help Desk inquiry, our Desktop Dispatch Service even sends a professional directly to the caller’s location to solve the problem, another level of service not uniformly provided by everyone in our industry. Perceptis even offers Remote Desktop support when applicable. Whether we work with your students and faculty in the office environment, classroom or labs, Perceptis provides the reassurance of comprehensive and effective support.

Application Specific Support (LMS, SIS, CMS). Your school is unique and has distinct systems to support your faculty, staff and students, ranging from learning management systems (LMS) and eLearning technologies, student information services (SIS) and assorted content management systems (CMS).

Because Perceptis is not tied to any specific software solution, we take pride in our team’s deep knowledge of the entire range of applications that are important to your institution’s systems. Including the core higher education applications in learning and course management systems, we also support the critical technology systems common to universities that include ERP, Student Information and Financial Aid support. We’ve brought it all together, under one roof, making it easier for you to manage and more accountable to you in controlling costs.

Perceptis supports Blackboard, Angel Learning, Sakai, Moodle, PeopleSoft, Banner and Oracle SIS, as well as many custom programs.

General Purpose Switchboard Services. Perceptis even provides switchboard services for your educational institution. We answer and route basic informational questions, so you’re providing quick and responsive answers to every call. This service offering includes everything from providing directions and information to a full time, call directing switchboard. And, as with all Perceptis service offerings, our data analytics are applied here to give you insight into call volume, where the calls are going, frequency of recurring questions, and more.

Human Resources Help Center. Human resources programs and benefits are important for ensuring employee satisfaction and morale. But they’re not always easy to understand, and sometimes it’s hard to find just the right benefits information you need. With hundreds and often thousands of employees, the volume of benefits-related calls can be significant. From general employment questions to benefits to payroll, our staff is fluent in these applications and provides a valued 24x7 resource for your faculty and staff.

Facilities Management. The appearance of your campus and facilities determines how people feel about your institution and the image you are creating. Keeping your buildings energy efficient, in good repair, clean and attractive requires a comprehensive Facilities Management solution that keeps up with the pace of your institution. In addition to providing these services, we also offer a 24x7 monitoring service of your facilities and equipment. Our staff provides a one-number solution to keep control of the entire range of service requests and projects.

Concierge Services. Perceptis has expanded the traditional help desk concept to provide a single resource for virtually every element of university life experience for students, faculty or staff. Our Concierge Service is a one stop, one call solution, providing always-on, on-demand support at a level that can always be described as four-star service quality. While Perceptis believes in always creating memorable customer experiences with every contact, our Concierge Service creates a level of support that goes even beyond what can be found in traditional help desk roles.