Success Story: Southern New Hampshire University
As the largest provider of nonprofit higher education in the country, Southern New Hampshire University (SNHU) has their work cut out for them. They need to support more than 240,000 users all while meeting the internal business units’ very high expectations for user satisfaction and customer experience. Additionally, as the front line for all technical support, the SNHU Technology Help Desk team needs to manage an unpredictable volume of requests in a way that meets the needs of an increasingly modern user base.Rescue enables SNHU’s Technology Help Desk to provide a positive experience for both customers and agents. Connection to technical support is frictionless, leading customers to solutions faster – even during the busiest times of the school year.
Rescue has given SNHU the confidence to grow the university’s online student base by providing a reliable support solution that scales easily and creates a positive customer experience.
At SNHU, they believe education is a basic human right and that they must serve learners for whom college is not a guarantee. Since 1932, they have been relentlessly reinventing higher education—working to ensure everyone has access to quality education and the support they need to see themselves succeed.
“Rescue lets us provide a higher level of support to our customers, and users are over the moon with it. It allows us to be more supportive, and they can just step back from their machine and let us fix it.”
-Michael O'Leary
Manager of Client Services, Southern New Hampshire University (SNHU)
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