IT Help Desk Support iSeminar featuring Colorado Community College System

WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Discover how Colorado Community College System
Improved its Student Success by Switching to BlackBeltHelp
for its 24x7x365 IT Help Desk Support
To access the audio segment of today’s iSeminar, dial into: Teleconference Number: (415) 655-0052 |Teleconference Code: 257-190-838
Audio PIN: Shown on your screen
Warren W. Smith
Online Student Support Specialist,
Colorado Community Colleges Online
PRESENTER

TAKE AWAYS
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WHO IS USING BLACKBELTHELP?
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and many more…

IT/LMS HELP DESK PRICING PROMO
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$9,500
FOR
1,250 INTERACTIONS
A YEAR
Less than 25% of 1 FT employee
*Includes up to 1,250 interactions per year, discovery and implementation costs.
Member may be responsible for additional licensing and phone line costs.
**Valid till March 10th, 2017

HELP DESK GRANT
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Applications
can be submitted
till
March 10th,
2017
Limited number of
BlackBeltHelp
IT/LMS Support
Grants
To cover
100% COST
(up to $20,000)
of BlackBeltHelp
IT/LMS Support
discovery, implementation
and set-up

ABOUT US
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Major Highlights
 More Than 800 Academic Programs
 In 2016 CCCS colleges served 22,117 high school students in undergraduate
courses, creating pathways from high school into higher education.
 Resident tuition at Community Colleges is $4,107 annually for a full-time
student.
Founded: 1967
Total Enrollment: 138,000 as
of 2016
Location: 13 Community
Colleges and 39 locations
across Colorado
President: Dr. Nancy McCallin

PROBLEM STATEMENT/CHALLENGES
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Improved management of 24x7 support for the 13 colleges
Increased need for off-hours support to provide above average
customer service
The need for a more cost effective solution for 24x7 support
A need for an increased level of professionalism and service toward
the agreed upon SLA’s
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BEFORE BLACKBELTHELP AFTER BLACKBELTHELP
Adequate support for our 13 colleges
- BlackBeltHelp provides high quality 24x7
support for students, faculty, and staff
Documentation and reporting was lacking
- Monthly performance reports/periodic
health checks including SLA’s
- Documented operational procedures (SOP)
which help provide excellent customer
service
SLA’s were not consistently being met
- Users experience improved customer
service with BlackBeltHelp 24x7 support
- BlackBeltHelp provided an increase in
quality evident by our customer survey
results
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THE CHANGE

Kickoff
Detailed Scoping
Discovery
On-Site/Online Discovery
Infrastructure
Ticketing and Incident Tracking
Agent Training-
Knowledge Validation
Soft Launch QA Calibration
Go Give
Kickoff
Detailed Scoping
Discovery
On-Site Discovery
Infrastructure
Ticketing and
Incident Tracking
Agent Training-
Knowledge Validation
Soft Launch QA Calibration
Go Give
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HOW LONG IT TOOK US TO IMPLEMENT?

METRICS ACHIEVED SLA
ASA - Phone 22 seconds 60 seconds
First Call Resolution 88% >80%
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OUTCOMES
(Report – January 2017)

Phone: (844) BLKBELT | Email: info@blackbelthelp.com 11
LESSONS LEARNED & BEST PRACTICES
Monthly reports,
periodic health checks
and Bi-Weekly Meetings
with Dedicated Account
Managers
Quick and thorough
implementation
Knowledgeable Tier 1
Helpdesk technicians
Knowledgebase is a
“living document”.
Great communication
ensures constant
improvement.
Ability to provide
service to students
when they need
Timely escalation of
end users issues

BlackBeltHelp has 200+ clients today
BlackBeltHelp supports over 600,000+ users annually
Handles IT, Financial Aid, HR, Recruitment, Admissions,
Enrollment, Retention, Facilities and General Switchboard
All of BlackBeltHelp clients are 100% referenceable
BLACKBELTHELP TODAY
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24x7x365 Help Desk
(Around the clock)
After Hours Help Desk
(After business hours, weekends & holidays)
WHAT IS BLACKBELTHELP
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Ticketing
System
BlackBeltHelp
Uses Your Ticketing
System
Phone
System
Forward Your
Calls Local DID
Quality
Assurance
All calls recorded for
Quality Assurance of
Technicians
Scope of
Support
Custom to
Match Your Scope
of Support
Our Features

SAMPLE SCOPE OF SUPPORT – LMS
 Computer-related issues
 Basic Instructor Grade book issues
 How to submit a quiz
 How to post to a discussion thread
 Course Navigation
 Finding Grades
 Adding/Dropping courses
Tier 1
 Issues affecting multiple students
 Assignment submission failures
 Editing Course Content
 Advanced Grade book
 Course Imports/Exports/Backups
 Class Roster Issues
 Issues requiring additional access
Tier 2
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Extension
of your
Help Desk
LMS
Student
Services
Technology
Support
WHAT CAN WE TAKE CALLS ON?

PARTIAL LIST OF BLACKBELTHELP USERS BY ERP & LMS
 RVCC
 MWCC
 Gardner-Webb
 Curry
 Confederation
Ellucian® Banner®
 Limestone College
 Neosho
 Union Inst
 Princeton Theological
Seminary
Jenzabar®
 CLC
 MassBay
 UTSW
 Nevada State
PeopleSoft®
 Gwynedd Mercy
University
 Lasell College
Ellucian® PowerCAMPUS®
 MWCC
 CLC
 MassBay
 Babson
Blackboard®
 University of South Dakota
 CCCS
 Conestoga College
Desire2Learn®
 Brenau University
 Bridgeport
 Joliet
Canvas®
 Louisiana State University
 Union College
 Central Wyoming
College
 Lasell College
 UTSW
Moodle®
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PARTIAL LIST OF BLACKBELTHELP USERS WHO SWITCHED
 AT Still University
 Cleveland State University
 College Of Lake County
 MWCC
 Yavapai College
Blackboard®
 Raritan Valley Community
College
 University of Bridgeport
 Carlow University
Ellucian®
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CASE STUDIES
(During Fall Semester Start)
COLLEGE
PREVIOUS
VENDOR
PROBLEM
AREA
BLACKBELTHELP
SOLUTION
Blackboard®
Average Answer for
Call was > 3.0 minutes
Average Answer for
Call < 35 seconds
Blackboard®
Large number of
Service Complaints
Number of Service
Complaints decreased
significantly
Blackboard®
Switched to multiple
vendors due to
consistent issues
Increased the First Call
Resolution and Overall
Customer Satisfaction
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SELF HELP- PASSWORD RESET
Congratulations!
Your password has been
reset and sent to your
registered email id
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Having Trouble?
Accessing Banner
Moodle
Email
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EMAIL
• Create Account
• Forgot Password
• Change Password
3
Security
Question
What is your pet
name
Submit
BBH PLATFORM

SCOPING DISCOVERY QUESTIONS
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BLACKBELTHELP ACCESS AND ABILITY
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OPTIONAL - SALESFORCE TICKETING SYSTEM
Salesforce Service Cloud
• Cloud based service for maximum uptime
• Customized and transparent reporting
• Customizable workflows & triggers
• Customizable auto generated emails
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SAMPLE REPORTING
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SALESFORCE KNOWLEDGE
Single Knowledge Base
 Article Visibility
• Agents + Admin Users
• Partner Portal users
• End users (Authenticated)
• Public
 Consistency of Knowledge
 Granular Permissions
 Complete Transparency
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CSAT SURVEY
Questionnaire
 My Issue was responded to in a timely manner.
 The Issue that led to my call or email was
successfully resolved.
 I received good customer service throughout my
most recent help desk experience.
 The technician(s) with whom i worked were
sufficiently knowledgeable to address my issue.
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Agree Strongly Agree Neutral Disagree Disagree Strongly

BLACKBELTHELP – INTERACTION MANAGEMENT
 Best in class systems to help deliver best in field quality
 inContact interaction management system - a cloud
based interaction system that handles all calls, mail,
chat, and web form submittal
 Capability to manage, track, and report on each interaction at a
granular level, to include logging and reporting capability
 Ability to completely customize our IVR flow for each interaction
type, as well as to generate external alerts and notifications if
conditions are met in a given set of parameters
 99.99% up time
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TRAINING
Agent retention is accomplished through employee education assistance,
opportunity for advancement and quarterly bonus programs.
BlackBeltHelp uses the open-source Moodle LMS to deliver and
manage training.
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TRAINING
Agents are required to pass assessments before taking a single call for
your school.
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BLACKBELTHELP STAFF
BlackBeltHelp’s support technicians have certifications such as:
BlackBeltHelp’s support technicians have experience in providing technical
support on behalf of higher education institutions that are using:
 Ellucian® Banner®
 Ellucian® Luminis®
 Datatel
 Peoplesoft
 Blackboard®
 Moodle
 Jenzabar
 Microsoft® Office®, Microsoft® Windows®, Apple® OS
 Internet browsers
 Password reset
 Outlook®, O365® and web-based email/Zimbra®
 Portal for financial/registration services
 General portal navigation
 Ancillary software packages
 Web conferencing (WebX/AdobeConnect)
 Telephony usage
 Network connectivity (wired and wireless)
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ADVANCED HELP DESK PRODUCTS

ADVANCED HELP DESK PRODUCTS CONTD..
BlackBeltHelp Lexicon BlackBeltHelp SF1 BlackBeltHelp Chatter
BlackBeltHelp Mobile APP BlackBeltHelp Single Sign-On BlackBeltHelper

BLACKBELTHELP – NEXT STEPS
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1
2
3
4
5
Provide approximate volume of tickets/interactions for a quote
BlackBeltHelp will share references, Statement of Work & Master
License Service Agreement
Q&A or Follow Up Meeting (if required)
Sign the SOW & MLSA
BlackBeltHelp will schedule a Kick Off meeting for
implementation, pilot & Go Live

RON BHALLA
Chief Executive Officer
Tel : (844) BLKBELT ext. 218
E-mail : ron_bhalla@blackbelthelp.com
NEED MORE INFORMATION?
Call Us
34

IT Help Desk Support iSeminar featuring Colorado Community College System

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