Case Study: Cuyahoga Community College reduces help desk costs and handle time with Anthology

Tri-C improves handle time, increases efficiency, and meets state mandate to reduce costs through IT Help Desk Partnership

Cuyahoga Community College (Tri-C), Ohio’s oldest and largest public community college, needed to reduce costs after Ohio House Bill 64 required colleges to lower the student cost of earning an undergraduate degree by 5 percent. With its IT Help Desk contract expiring, Tri-C looked for a way to share costs and improve service without disrupting users.

Tri-C selected Blackboard to provide a tailored IT Help Desk solution, including contact center technology, SmartView, and support for access issues, desktop troubleshooting, LMS support, hardware, software, and classroom emergency requests. Blackboard helped Tri-C go live within a 90-day timeline, and the college reported savings of over $70,000 per year, a 25 percent reduction in handle time, and a 98.6 percent accuracy rate with over 13,000 requests handled to date.

Cuyahoga Community College

Gerry Hourigan

Vice President Chief Information Officer