BlackBeltHelp

City College of San Francisco

City College of San Francisco Streamlines Operations and Cuts Costs with BlackBeltHelp

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About CCSF

Founded: 1935
Total Enrollment: 65,000

City College of San Francisco (CCSF) is a prominent public community college located in San Francisco, California. Founded initially as a junior college, CCSF plays a vital role in the local community, with approximately one in nine San Francisco residents enrolling annually. The college is accredited by the Accrediting Commission for Community and Junior Colleges (ACCJC).

Website: https://www.ccsf.edu/

The Challenge

Before adopting BlackBeltHelp’s chatbot solution, CCSF grappled with manual support processes during nighttime hours, leading to inefficiencies and staff overload. Limited resources compounded the issue, resulting in backlogs, service delays, and end-user dissatisfaction. CCSF sought a cost-effective after-hours support solution to address these challenges within budgetary constraints, ultimately selecting BlackBeltHelp. The multitude of challenges, include:

  • Ensuring continuous support round-the-clock
  • Enhancing response times to meet student needs promptly
  • Efficiently collecting and analyzing data for informed decision-making
  • Improving student access to critical information and resources
  • Elevating overall student satisfaction levels
  • Streamlining operational costs to maximize efficiency

The Solution

BlackBeltHelp implemented Voicebot and Chatbot solutions across various departments, including IT, Admissions, Records, Registration, Financial Aid, and Accounts Receivable Services.

The Impact

  • Achieved a 25% reduction in phone calls
  • Saved 7,910 minutes per month in support-related activities
  • Achieved an impressive 97% Chatbot Resolution Rate
  • Maintained a high 90% Satisfaction Rate among end-users

In Their Words

“I would recommend BlackBeltHelp for Service Desk and Chatbot build. They built our ChatBot in 2 weeks, created a new Helpdesk website, and are helping us train our Chatbot every day. Our students are very excited, and we have gone from 0 to over 450 Q&A’s in our knowledge base in under three weeks! Thanks, BBH!​”

Ellen Rayz
AVP/CTO
City College of San Francisco