Perceptis Drives Amazing Results for Fitchburg State College Help Desk
Fitchburg State College's partnership with Perceptis to provide IT help desk support improves customer satisfaction by 180%, increases first call resolution by 360% and expands coverage to 24x7.
Cleveland, OH (July 21, 2009) — In the 7 months since Perceptis, LLC, a provider of help desk, customer support services and business intelligence to higher education was hired by Fitchburg State College to provide information technology help desk support, the results have been fantastic.
Like many institutions, Fitchburg State College was dealing with significant budget cuts and limited staff resources coupled with an increase in technology demands and the need to expand help desk services. The college, looking for ways to improve efficiencies and reduce costs, turned to Perceptis to be their strategic partner and provider for their college IT help desk which included support for Blackboard and Banner.
Steve Swartz, new CIO, said, "I had looked at several different help desk vendors and determined that not only was Perceptis the best, but they used their experience with other campuses and their knowledge about how we operated to simplify and enhance our offerings — customer complaints were immediately reduced the day we went live."
Perceptis' implementation team, in conjunction with Fitchburg subject experts, created a rich knowledge base tailored specifically to Fitchburg and included customized information and answers on everything from their Blackboard LMS and Banner ERP to general IT and desktop requests. This led to improved knowledge management and an increase in first call resolution.
Perceptis analyzed the rich data they captured from the help desk transactions to understand top issues that end users needed help with and to identify where changes needed to be made. Collaborating with Fitchburg, Perceptis was able to discover the root cause of the issue, provide solutions to improve the process and eliminate the issue — thereby, reducing the number of calls for assistance.
"Perceptis continually gives and elicits feedback on how we can provide better service to our customers," says Swartz. "My biggest challenge upon arriving was improving customer service and changing perceptions about the value IT can provide. Perceptis has been key to our revival."
Within 60 days of going live, Perceptis and Fitchburg were able to achieve these results:
- Increased customer satisfaction from 1.5 to 4.2 on a scale of 5
- Improved first call resolution from 15% to over 70%
- Decreased average speed to answer from 2 minutes to less than 30 seconds
- Expanded coverage to 24/7 support for a fraction of what it costs in-house
- Redirected staff resources to high-touch support services for faculty
"With Perceptis, we've been able to significantly improve the service perception of our department while making great progress on several large-scale projects — all without adding additional staff," said Swartz. "Customer support has gone from almost non–existent to a true strength of the department because of our partnership with Perceptis. We believe our great customer service provides Fitchburg State a competitive advantage over other area schools."
Case study available at www.perceptis.com/our_clients/case_studies.