90%+ first-call resolution, and powerful support for GGU’s teaching mission
World-class support for 5,000+ busy adult learners
To make higher education work for its students, many of whom are working professionals, Golden Gate University (GGU) offers flexible programs both online and at four campuses. Even its in-person courses are extensively enhanced with robust web components, and some have evolved towards flipped learning models.
Both GGU’s students and its instructors are deeply reliant on the university’s online LMS and other systems. However, they have diverse expertise, and equally diverse hardware, ranging from old laptops to the newest smartphones.
Students with full-time jobs often set aside nights and weekends for schoolwork. Most GGU faculty work professionally in the fields where they teach, bringing a wealth of experience and enthusiasm. Both students and teachers often need help desk support, especially as GGU has integrated more robust web functionality into courses—and neither group has time to wait for answers.
As Doug Geier, GGU’s Director of eLearning and Instructional Design, puts it, “We provide really good support for our instructors and students, but we rely on the help desk to fill a critical need.”
GGU’s small internal help desk responds during weekday business hours, focusing not only on technical help, but also calls requiring involvement from administrative offices. To fill the gaps, GGU chose Pearson, which seamlessly extends GGU’s own help desk, presenting its services as part of GGU. Through this close partnership, the help desk delivers 24x7x365 support for virtually any technical problem, regardless of location or device.
GGU chooses to pay on a per inquiry basis, smoothly ramping up whenever it needs more help—for example, at the start of each trimester, when new students must quickly solve login or compatibility issues.
Pearson’s reporting helps both partners identify emerging trends in support calls and escalations, flag individuals who need more training, find opportunities to improve, uncover student or faculty retention issues, and improve course quality to support GGU’s teaching mission.
GGU’s Pearson help desk consistently exceeds 90% first-call resolution, so students and faculty can quickly move forward with their work. GGU’s Geier notes that some calls the help desk can’t resolve are due to issues it can’t control. “When that happens, Pearson can take the calls, offer some assurance as to when it’ll be fixed, and make sure our students and faculty don’t feel like they’re all alone. And sometimes Pearson’s help desk is first to know of a problem, and [they] tell us so we can follow up more rapidly.”
Working together for more than six years, Pearson and GGU have built a trusted collaborative partnership with multiple benefits. “We reached out to Pearson as we integrated Turnitin to improve student writing and prevent plagiarism, and when we recently deployed a new video platform,” says Geier. “Pearson’s wide higher education support capabilities are becoming ever more critical as we continually expand the utility of our LMS and online course environment.”
“Pearson’s help desk is incredibly responsive,” Geier concludes. “Their service is top-notch, it’s customizable, and it’s helped us come a long way in how we work with students and faculty. Pearson does more than just provide services: this is a true partnership.”
Pearson’s help desk is incredibly responsive. Their service is top-notch, it’s customizable, and it’s helped us come a long way in how we work with students and faculty. Pearson does more than just provide services: this is a true partnership.
Doug Geier, Director of eLearning and Instructional Design
Golden Gate University