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.”
TeamSupport User Since 2014
Financial service solutions for higher education.
Coraopolis, PA (Pittsburgh)
2,200+ across the US
Improved ticket visibility for both customers and agents
Savings in staff time, resulting in higher level management without reducing productivity or adding staff
Faster, more responsive customer service
In our previous system, customers could only call or e-mail to request help, which meant having one staff person dedicated to receiving those tickets and then manually assigning them to a support agent to handle.
Since implementing TeamSupport, Heartland ECSI has achieved several important goals:
TeamSupport is extremely user friendly. It has great functionality but it’s not complicated. And, the team behind TeamSupport is more customer-oriented than most big box solutions. In fact, their customer service is excellent. As a result, our rollout went off without a hitch, not only within our internal support team, but among the countless clients who are now using TeamSupport, too.