Deflecting LMS Support Requests

With Impact’s proactive messaging and support, Palm State Beach reduced student support requests by 75%.
Interviewees:

Sidney Beitler

Director of eLearning

Get Full Case Study



Palm Beach State College (PBSC) has a long history of providing high-quality education throughout Palm Beach County, Florida. As the first public community college in Florida, PBSC has grown to serve more than 48,000 students annuallya student body that represents more than 165 nations throughout the world.

Identifying the LMS Challenges

Palm Beach State College (PBSC) has grown over the years and now serves students on five campuses. A vast majority of students use the Blackboard Learn Learning Management system (LMS) to take online courses on a regular basis.

With so many new students joining the college each year, the eLearning Department was struggling to keep up with questions about LMS navigation and tool functionality.

In order to solve the problem, PBSC set up an Online Student Support Center. However, PBSC quickly realized they did not have the capacity to help students 24/7.

“If the problem was LMS related, the help desk generated a support ticket which would be electronically transferred to us. We then had to contact the student and ask a lot of questions to find out where they were within the LMS and what problem they were experiencing” – Sidney Beitler

The whole process took a lot of time for everybody involved, so Sidney Beitler, the Director of eLearning at PSBC, and his team searched for a seamless solution to provide support for users and increase LMS adoption fast.

Introducing Imapct Messaging

Beitler was introduced to Impact to find a solution for the overwhelmed LMS support center. One approach to decrease the uncertainty of new tool adoption or LMS function among users was to introduce Impact’s in-app messaging. Impact messaging allows institutions to communicate with individuals and segments of users during their actual in-application usage to proactively address problems, promote functionality, or reinforce key capabilities.

“After the successful introduction of [Impact Messaging] to students, we are now ramping up to target faculty and staff. This will improve Blackboard proficiency among faculty, especially adjunct professors that might not be as familiar with the LMS.” – Sidney Beitler

As soon as PBSC activated Impact messages, instructors and students had access to more information and self-support which reduced the number of tickets in the support center.  In the image below you can see the Imapct dashboard reporting a decline in the number of submitted support tickets.

With the introduction of proactive messaging, users were able to answer their own questions.

“The best part of [Impact] is the ability to send the right message to the right person at the right time in order to solve their issue. [Impact] gives the eLearning Department the ability to overlay a message on the page where users are experiencing a problem. This feature alone reduced calls by 40-50 percent.” -Sidney Beitler

Learn about the exact steps that Palm Beach State University took to reduce student support requests by 75%.

In certain situations, the results were even better. A large percentage of online exams utilize a video monitoring system that requires students to use Respondus LockDown Browser to access exams. As a result, the Support Center would receive a tremendous amount of calls from students saying they couldn’t access their exams. After the introduction of Impact messages to address this issue, the support requests declined significantly.

This message provided proactive support

“Using [Impact], we were able to place a message over the Respodus enabled exam link that provided instructions on how to access the exam. Our calls for that specific problem have been reduced by 75-80%.” – Sidney Beitler

A lot of our customers have found useful ways to integrate Impact messaging to help students and teachers adopt the Respondus Lockdown Browser tool, take a look at all of them here.

Contact eLearning Support

Of course, informational messaging does not solve all issues. Impact quickly provided a customized button for PBSC within Blackboard Learn called “Contact eLearning Support” that includes custom forms that contextually identify where the student is within Blackboard Learn and when they are encountering an issue.

“This functionality is saving us a lot of time. Besides knowing who the student is and where they were in the LMS when they encountered a problem, we also know what browser and operating system they are using, among other specific information. This allows us to immediately assess the situation and point students to a specific tutorial or information, or identify a problem that needs to be addressed.” – Sidney Beitler

Looking to the Future

The college is also planning to use Impact reports in the near future to get in-depth insights into their LMS usage.

“The administration is asking us questions about how much time specific students are spending in Blackboard and how those students performed on certain activities during their online classes. [Impact reports] will give us the ability to see this information down to the micro-level” – Sidney Beitler

Since [Impact reports] is actionable, PBSC will be able to see where students or faculty are struggling and can then post user-targeted notices and provide specific tutorials to help them become more proficient.

“We are extremely thrilled with [Impact], The solution is stable, easy to use and the support staff at [Impact] has been great!” – Sidney Beitler

Download the full customer story to read the full interview with Santa Clara University

Santa Clara University and EesySoft

Other Stories

Cardiff University gives Brunel University advice on how their institution can use Impact to implement Blackboard Ally successfully.