Limestone college i seminar presentation deck (1)

WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]

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: 121-587-847Audio PIN: Shown on your screen

PRESENTER

Carnegie R. HortonVP of ITLimestone College

PRESENTER

Ron BhallaCEOBlackBeltHelp


What problems did Limestone College System face

before joining BlackBeltHelp?1

How has BlackBeltHelp changed support

at Limestone College System2

What is BlackBeltHelp?3

Who is currently using BlackBeltHelp?

4

How does my school get BlackBeltHelp?

5

How much does BlackBeltHelp cost?

6

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TAKE AWAYS

WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 3

and many more…

WHO IS USING BLACKBELTHELP?


$9,500FOR

1,250 INTERACTIONSA 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


Applicationscan be submitted

till April 10th,

2017

Limited number of BlackBeltHelp IT/LMS Support

Grants

To cover

100% COST(up to

$20,000)of BlackBeltHelpIT/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: 1845Total Enrollment: 3500Location: Gaffney, South CarolinaPresident: 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


KickoffDetailed Scoping

Discovery

On-Site/Online Discovery

Infrastructure

Ticketing and Incident Tracking

Agent Training-Knowledge Validation

Soft Launch QA CalibrationGo Give

KickoffDetailed Scoping

Discovery

On-Site Discovery

Infrastructure

Ticketing andIncident Tracking

Agent Training-Knowledge Validation

Soft Launch QA CalibrationGo 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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TicketingSystem

BlackBeltHelpUses Your Ticketing

System

PhoneSystem

Forward YourCalls Local DID

Quality Assurance

All calls recorded for Quality Assurance of

Technicians

Scope ofSupportCustom to

Match Your Scopeof 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


Extensionof your

Help Desk

LMSStudentServices

TechnologySupport

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 MercyUniversity

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 ComplaintsNumber 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 cloudbased 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 interactiontype, 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 andmanage 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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2

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Provide approximate volume of tickets/interactions for a quote

BlackBeltHelp will share references, Statement of Work & MasterLicense Service Agreement

Q&A or Follow Up Meeting (if required)

Sign the SOW & MLSA

BlackBeltHelp will schedule a Kick Off meeting forimplementation, 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

OccupancyStudent 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

CSATAHTSL

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 BHALLAChief Executive Officer

Tel : (844) BLKBELT ext. 218

E-mail : [email protected]

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NEED MORE INFORMATION? Call Us

Date post:	11-Apr-2017
Category:	Services
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