Case Study: SUNY Broome Community College achieves shorter wait times and higher student satisfaction with Ellucian Help Desk Services

How one institution improved service levels by reducing wait times and bringing in round-the-clock help desk services

SUNY Broome Community College was facing long lines and overwhelmed front-line staff during peak enrollment, which threatened student satisfaction and retention. To improve IT help desk service levels, they partnered with Ellucian and deployed Ellucian Help Desk Services to provide additional support and 24/7 after-hours coverage.

Ellucian delivered round-the-clock help desk and overflow support with remote system access and ticketed resolutions, allowing staff to focus on in-person students. The results included reduced wait times (phones answered within a minute), no student complaints in the last two major terms, shorter lines, and an increase in new first-time students despite a declining enrollment environment.

SUNY Broome Community College

Lawrence Allen

Budget and Institutional Effectiveness Specialist