Knowing the status of your students, faculty, and staff’s IT issues is key in ensuring you provide a positive support experience and improve user satisfaction in today’s digital world. Buchanan’s educational technology services can help.
Ensure you are providing an education IT solution your users prefer and investing in the proper technology through data and feedback from students and teachers.
To better measure support performance, our ticket management system logs and stores a ticket’s entire history which can be accessed via a reporting dashboard.
Continuously improve the delivery of your support services, as well as teaching and learning methods, by leveraging metrics and school data around your student and faculty population, including insights around preferred support channels and methods.
If you are a higher education institution with multiple campuses, our ticket management tool can easily scale to accommodate all locations to provide a consistent user experience for all school districts.
With BTConnect Insights, you can use your preferred ITSM tool or leverage Buchanan’s to capture tickets created from all of your support channels, including chat, email, voice, and more.
From there, you can quickly and easily view the status of each ticket in real-time, escalating issues when necessary to ensure SLAs are met.
Within your dashboard, you can also create customized triggers to automate workflows and communications to students, faculty, and staff regarding the status of their ticket.
We operate 6+ North American IT help desk service centers, so you can receive assistance 24/7/365, with weekends and after-hours IT support included.
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