Case Study: Rockland Community College achieves 24/7 support and 65% first-call resolution with Ellucian Managed Services

Call Center Services provides 24/7 support

Rockland Community College partnered with Ellucian to overhaul its technical support for students and staff, engaging Ellucian Managed Services to create a 24/7/365 central help desk and call center. The goal was to replace fragmented support with a single, professional operation that could handle multiple callers and channels around the clock.

Ellucian implemented a staffed help desk with trained support technicians, adding phone, chat and self-service ticketing, plus a knowledge base and troubleshooting documentation and new backend systems. As a result, Ellucian’s Managed Services achieved 65% first-call resolution, answers to calls in an average of 76 seconds, and an overall satisfaction rating of 4.7 out of 5.

Rockland Community College