Campbellsville University
About the Client
Campbellsville University is a private Christian university in Campbellsville, Kentucky, United States. Founded as Russell Creek Academy, the university currently enrolls more than 12,000 students and is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Challenge
Campbellsville University was looking to partner with an expert IT services provider for After-Hours IT Help Desk Support.
Solution
Post a comprehensive assessment of Campbellsville’s requirements, OculusIT presented them IT Help Desk solution for Admissions/Enrollment, Financial Aid, Registration and Records, and Student Accounts. The unified IT Help Desk solution leverages from an innovative omni-channel integration platform that employs Robotic Process Automation, API integration, and artificial intelligence that augment self-help, phone, email, chat and SMS services and offers analytical dashboards for the IT team.
The Classroom Technical Emergency App from OculusIT will help the University’s end-users in quickly raising help alerts for the help desk experts and technicians. Lexicon, the self-help website, will assist the help desk agents in quickly answering questions and helping users reach for self-service. These applications will provide their team with real-time dashboards and archived self-service reporting of incidents and queue performance to track call volume, identify call trends and pinpoint areas for improvement.
Major Success
- Enhanced overall end-user support experience.
- Reduced response time to resolve issues logged by end users into After-Hours service desk.
- Helped in increasing student engagement.
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