Founded in 2004 in Cleveland and privately–held, Perceptis is a respected national leader in providing help desk, customer support services and business intelligence to educational institutions across the country.
Our management principles and culture are driven by a philosophy of service, our collaborative approach to service provisioning and our focus on data, root cause analysis and continuous improvement. We believe that great customer service and great customer satisfaction are the minimum requirement for any engagement. It is what we can do beyond answering the phone that will be of greatest value to each institution.
Our philosophy of service is that everyone — student, faculty and staff — deserves to get service in the manner with which they are most comfortable. We know that faculty hardly use self–help, students prefer to chat or e–mail, while staff prefers to call. Our solution is designed to be multi–modal, accommodating every type of help access method.
Our collaborative approach was designed not as a competitive response to those firms who sell a service and then disappear until the contract requires renewal. Rather it was designed in the recognition that great service is a team effort. Our team truly becomes part of your team with everyone pulling on the oars. We hold weekly or monthly review meetings, and if invited, we will attend staff and planning meetings. We will always bring data and we will always be the advocates for your customers.
Finally, our focus on data collection, rich business intelligence and root cause analysis assures your service model continuously improves with time. With the collection of data, we can identify top issues that people need help with and should be improved. We collaborate with you to discover the root cause, provide solutions and help improve business processes. In the end, the customers reap an exceptional service experience.