Date post: | 11-Apr-2017 |
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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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
2
TAKE AWAYS
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 3
and many more…
WHO IS USING BLACKBELTHELP?
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 4
$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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 5
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 6
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 7
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
1
2
3
4
PROBLEM STATEMENT/CHALLENGES
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
8
THE CHANGE
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
9
HOW LONG IT TOOK US TO IMPLEMENT?
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
METRICS ACHIEVED SLA
ASA - Phone 32 seconds 60 seconds
First Call Resolution 87% >80%
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OUTCOMES (Report – February 2017)
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 11
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 15
Extensionof your
Help Desk
LMSStudentServices
TechnologySupport
WHAT CAN WE TAKE CALLS ON?
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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)
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 20
BLACKBELTHELP ACCESS AND ABILITY
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
Agree Strongly Agree Neutral Disagree Disagree Strongly
Agree Strongly Agree Neutral Disagree Disagree Strongly
Agree Strongly Agree Neutral Disagree Disagree Strongly
SALESFORCE KNOWLEDGE
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
Agents are required to pass assessments before taking a single call for your school.
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TRAINING
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
BlackBeltHelp Lexicon BlackBeltHelp SF1 BlackBeltHelp Chatter
BlackBeltHelp Mobile APP BlackBeltHelp Single Sign-On BlackBeltHelper
ADVANCED HELP DESK PRODUCTS CONTD..
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 31
1
2
3
4
5
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
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
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected] 11
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Q & A
Questions & Answers
WWW.BLACKBELTHELP.COMPhone: (844) BLKBELT | Email: [email protected]
RON BHALLAChief Executive Officer
Tel : (844) BLKBELT ext. 218
E-mail : [email protected]
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NEED MORE INFORMATION? Call Us