Limestone college i seminar presentation deck (1)

WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Discover How Limestone College Improved Institutional
Imperatives by Selecting BlackBeltHelp
To access the audio segment of today’s iSeminar, dial into: Teleconference Number: +1 (213) 929-4232 |Teleconference Code: 121-587-847
Audio PIN: Shown on your screen
PRESENTER
Carnegie R. Horton
VP of IT
Limestone College
PRESENTER
Ron Bhalla
CEO
BlackBeltHelp

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TAKE AWAYS

Phone: (844) BLKBELT | Email: info@blackbelthelp.com 3
and many more…
WHO IS USING BLACKBELTHELP?

$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 April 10th, 2017
IT/LMS HELP DESK PRICING PROMO

Applications
can be submitted
till
April 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
HELP DESK GRANT

Major Highlights
 Percentage of full time faculty with terminal degrees is 79% (Fall 2015)
 Day Program Enrollment: 63% Male, 37% Female. (Fall 2015)
 Limestone College's Day Program has students from 31 countries, and 33 states
from across the United States. (Fall 2015)
Founded: 1845
Total Enrollment: 3500
Location: Gaffney, South
Carolina
President: Walt Griffin
About Us

Improved management of 24x7 support for the institution
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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PROBLEM STATEMENT/CHALLENGES

BEFORE BLACKBELTHELP AFTER BLACKBELTHELP
Adequate support for our institution
- 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 32 seconds 60 seconds
First Call Resolution 87% >80%
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OUTCOMES (Report – February 2017)

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
LESSONS LEARNED & BEST PRACTICES

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
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BLACKBELTHELP TODAY

24x7x365 Help Desk
(Around the clock)
After Hours Help Desk
(After business hours, weekends & holidays)
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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
WHAT IS BLACKBELTHELP

 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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SAMPLE SCOPE OF SUPPORT – LMS

Extension
of your
Help Desk
LMS
Student
Services
Technology
Support
WHAT CAN WE TAKE CALLS ON?

 RVCC
 MWCC
 Gardner-Webb
 Curry
 Confederation
Ellucian® Banner®
 Limestone College
 Neosho
 Paine College
 Princeton Theological
Seminary
Jenzabar®
 CLC
 MassBay
 Cleveland State Uni
 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 Junior College
Canvas®
 Louisiana State University
 Union College
 Central Wyoming
College
 Lasell College
Moodle®
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PARTIAL LIST OF BLACKBELTHELP USERS BY ERP & LMS

 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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PARTIAL LIST OF BLACKBELTHELP USERS WHO SWITCHED

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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CASE STUDIES (During Fall Semester Start)

SCOPING DISCOVERY QUESTIONS

BLACKBELTHELP ACCESS AND ABILITY

Salesforce Service Cloud
• Cloud based service for maximum uptime
• Customized and transparent reporting
• Customizable workflows & triggers
• Customizable auto generated emails
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OPTIONAL - SALESFORCE TICKETING SYSTEM

SAMPLE REPORTING

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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SALESFORCE KNOWLEDGE

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
SALESFORCE KNOWLEDGE

 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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BLACKBELTHELP – INTERACTION MANAGEMENT

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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TRAINING

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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BLACKBELTHELP STAFF

ADVANCED HELP DESK PRODUCTS

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

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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
BLACKBELTHELP – NEXT STEPS

Version 1 Version 2 Version 3
$1,500
$1,000
(Upgrade Fee)
$1,000
(Upgrade Fee)
02/01/2016 04/01/2017 07/01/2017
v1 v2 v3
• One stop solution
for all IT related
issues
• First point of
contact before
chat/call to IT
department
• Templates designed
to meet various
requirements with
distinguished
features
• Add – on features
that can be added
in theme basis
requirement.
• Salesforce based
template/UI with
embedded insta alerts
created through tickets
• Custom Design Variant
outside salesforce
• Customizable templates –
Theme and feature based
variants
• Add-ons on demand -
additional purchases
Occupancy
Student Retention %
Improved UX
Improved UX
Admin Panel
BlackBeltHelp Lexicon
BlackBeltHelp Vision - Roadmap

Version 1 Version 2 Version 3 Version 4
$1,500 $500 $500 Custom
02/15/2017 04/01/2017 07/01/2017 10/01/2017
v1 v2 v2.1 v3.0
• Improved CSAT
• Low AHT
• Less routing time
• Middle ware
removed
• Faster service
delivery
• Service extended to
other IT related
issues
• Auto recognition of the
user
• Issue type call routing
• Dedicated line for prompt
service
• BBH agent removed
• Request will be
broadcasted to onsite
tech team
• No call required
• Auto ticket creation in
salesforce
• Onsite tech will know
requester location and
purpose of request
• Emergency app extended
to other services
CSAT
AHT
SL
Faster Dispatch and
Resolution
Improved User
Experience
Improved Service in
Facilities
BBH Classroom Emergency App
BlackBeltHelp Vision - Roadmap

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Q & A
Questions & Answers

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

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