Heartland ECSI partners with over 2,200 colleges and universities to provide solutions such as student loan servicing, payment processing, refund disbursement, tuition payment plans, tax document services, delinquent account recovery, tax document services and many other outsourced services.
Heartland ECSI had experienced remarkable growth over the past 10 years and their help desk software no longer provided the right level of support for its increasingly sophisticated operations - including managing one call center for student loan borrowers, a client support team for school administrators, a technical support desk, and other departments across the organization.
After evaluating 15 different software systems including Zoho, Parature, and Zendesk, Heartland ECSI selected TeamSupport as their new help desk solution.
“The biggest hurdle that we had to get over was the fact that our support tickets need to be monitored by our support team and they can follow multiple paths simultaneously,“ stated Ryan Bruner, Heartland ECSI’s Director of Client Support. “We found that other software systems require you to assign it to a single person. By comparison, TeamSupport gives you visibility into a ticket during its complete lifespan, so you can monitor and collaborate on tickets even if they’re aren’t necessarily assigned to a single person.”
Since implementing TeamSupport, Heartland ECSI has achieved several important goals: