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Community College of Baltimore County

Community College of Baltimore County improved support delivery and reduced cost with BlackBeltHelp’s IT & LMS Helpdesk solutions.

About the Institution

Founded: 1957
Total Enrollment: 17,573

The Community College of Baltimore County (CCBC) is a public community college in Baltimore County, Maryland, with three main campuses and three extension centers. CCBC offers more than 300 degree and certificate programs, and is committed to providing affordable, high-quality education to help students achieve their academic and career goals.

Website: www.ccbcmd.edu

The Challenge

CCBC needed to address the following challenges:

  • Providing 24/7 support
  • Improving response times to meet user needs promptly
  • Reducing service delivery costs and maximizing efficiency

The Solution

In 2019, CCBC started to provide IT and LMS Helpdesk support through BlackBeltHelp’s dedicated resources for password reset, network issues, antivirus support, and more.

The Impact

  • 18k+ Annual Interactions​
  • 54 Sec Avg Speed to Answer​
  • 85% First Call Resolution Rate

  • 84% SLA

In Their Words

“We really appreciate the quality of BBH support agents and the quick turnaround time when it comes to updating the internal Knowledge Base after we contact our account rep with changes. They also ask great clarifying questions and let us know if one of our users has an issue that we need to address.”

Andrea Tanner
Senior Director, ​Technology Support​
Community College of Baltimore County