Case Study: Heartland ECSI achieves improved ticket visibility and saves staff time with TeamSupport

Leading Provider of Financial Services Solutions In Higher Education Improves Ticket Visibility And Saves Time With Teamsupport

Heartland ECSI, a leading provider of financial services for higher education serving 2,200+ colleges and universities, faced growing pains as its help desk struggled to support multiple teams—student loan call center, client support for school administrators, technical support and more. Their legacy system forced manual ticket assignment, limited communication channels, and lacked visibility into a ticket’s lifecycle, which hindered collaboration and efficiency as the company scaled.

After evaluating 15 platforms, Heartland ECSI implemented TeamSupport, gaining shared ticket visibility, an online customer portal and knowledgebase, and easy-to-run reports for client-facing teams. The change cut manual triage work (reassigning that staff to supervisory duties), sped up agent response, improved transparency for clients throughout the resolution process, and boosted responsiveness without adding headcount.

Heartland ECSI

Ryan Bruner

Director of Client Support