BlackBeltHelp

Fitchburg State University​

How Fitchburg State University​​​ improved their student experience with BlackBeltHelp’s comprehensive IT & LMS Helpdesk

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About the Institution

Founded: 1894
Total Enrollment: 6,554

Fitchburg State University (Fitchburg State) is a public university in Fitchburg, Massachusetts. It has 3,421 undergraduate and 1,238 graduate/continuing education students. The university offers undergraduate and graduate degrees in 25 academic disciplines.

Website: www.fitchburgstate.edu

The Challenge

The Fitchburg State University faced delays in addressing support requests due to manual handling, coupled with staffing and resource limitations. These delays resulted in students experiencing difficulty in accessing pertinent information and navigating campus systems and services, leading to frustration and dissatisfaction.

The University realized the need for:

  • 24/7 helpdesk solution for students, faculty and staff.
  • Providing quick responses after-hours and on the weekends and holidays.
  • Achieving a higher level of First Call Resolution.

The Solution

In 2015, BlackBeltHelp deployed its IT & LMS Helpdesk across various departments, including IT, Admissions, Records, Registration, Financial Aid, and Accounts Receivable Services.

The Impact

  • 43 Secs. Avg. Speed to Answer
  • 90% Answer
    Rate
  • 90% First Call Resolution​​
  • 8500 Handled Annual Interactions

In Their Words

“The project initiation phase went smoothly and now that we’re in full production, we still experience high quality service.​”

Ronda M. Thompson
Assistant Director IT, User Services,​
Fitchburg State University​