Kalamazoo Valley Community College

How Kalamazoo Valley Community College reduced staff workload and optimized IT support costs with BlackBeltHelp’s 24/7 HelpDesk Services

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About the Institution

Founded: 1966
Total Enrollment: 6,320

Kalamazoo Valley Community College (KVCC) is a public community college located in Kalamazoo, Michigan. Established in 1966 and welcoming its first students in 1968, KVCC now serves a diverse student population across multiple campuses, offering a range of academic and career programs.

Website: www.kvcc.edu

The Challenge

Kalamazoo Valley Community College was operating without a dedicated IT HelpDesk, leading to:

Increased strain on internal IT staff to manage student, faculty, and staff inquiries.
Delays in resolving technical issues due to limited bandwidth and availability.
A growing need for round-the-clock support as demand for IT assistance surged.

The Solution

To address this gap, Kalamazoo Valley Community College partnered with BlackBeltHelp to implement 24/7 IT HelpDesk support. The solution included:

A dedicated U.S.-based team delivering real-time support via voice, email, chat, and ticketing.
Integration of self-help AI tools and a chatbot through BlackBeltHelp’s OneStop platform.
Significant reduction in staff workload, faster response times (under 60 seconds), and measurable cost savings on in-house support resources.

The Impact

47 Sec Avg Speed to Answer
94% First Call Resolution Rate
88% SLA
7.91 Mins AHT

In Their Words

“The support and communication we've received from BlackBeltHelp have been outstanding. Everyone we've interacted with has been incredibly helpful, professional, and kind. It's truly been a pleasure working with your team. We've also received excellent feedback from users and students who have interacted with your technicians—their experiences have been consistently positive. Keep up the great work”

Lary Sandt
Instructional Computing and Media Services Manager
Kalamazoo Valley Community College