Post University, a leader in online and on-campus education, prides itself on delivering a seamless experience for its students and faculty. As the university grew and student needs became more complex, managing IT helpdesk support internally turned into a formidable challenge. Students and staff needed help at all hours with issues ranging from password resets to accessing online classes, and the existing support structure struggled to keep pace. The university needed a scalable, responsive, and reliable support system that could uphold its student-centric values.
HigherEdBPO became the strategic partner to fulfill this mission. Bringing efficiency, empathy, and deep technical expertise, HigherEdBPO stepped in to transform Post University’s support services. What began as an effort to improve the helpdesk evolved into a multi-faceted collaboration – spanning round-the-clock helpdesk support, advanced IT troubleshooting, rigorous quality assurance, and even international student recruitment. The story of Post University’s partnership with HigherEdBPO is one of innovation, improved service quality, and unwavering focus on the people at the heart of the institution.
Every great student experience starts with the confidence that help is available whenever it’s needed. At Post University, the front line of this support is the IT helpdesk. HigherEdBPO revitalized Post’s helpdesk by implementing a 24/7/365 state-of-the-art support center. This meant that whether a freshman panicked about a forgotten password at midnight or a professor encountered a system glitch early in the morning, a friendly, knowledgeable support agent was just a call or click away. Multi-channel assistance (phone, email, and chat) ensured that support was accessible through any preferred medium, mirroring the always-connected lifestyle of today’s students.
From the first day of the partnership, HigherEdBPO’s team focused on responsiveness and empathy. Every inquiry was treated as an opportunity to help someone continue learning without delay. Common issues like password resets, multi-factor authentication troubles, or LMS navigation questions were resolved on the spot, often within minutes. More complex problems received prompt attention and diligent follow-up. As a result, first-call resolution skyrocketed from 40% to 92% – a remarkable transformation from the days when most issues required multiple touchpoints. In the 18 months following the overhaul, the helpdesk smoothly handled over 10,000 support calls, yet each interaction remained personal and patient. Students who might have otherwise been frustrated by technical difficulties instead found a patient voice on the line, ready to troubleshoot their assignment submission issue or update their contact information in the system. This empathy-driven approach turned the helpdesk into a source of reassurance on campus. Post University’s community could feel the difference – technical hiccups that once disrupted studies were now mere speed bumps, quickly resolved through expert assistance.
The round-the-clock availability also meant minimal downtime and disruption. Evening and weekend online learners experienced the same level of support as anyone calling at peak business hours. “It’s like having a safety net under our entire digital campus,” one staff member noted, reflecting on how seamlessly issues were handled regardless of when they occurred. By ensuring help was always available, HigherEdBPO enabled Post University to uphold its promise of a student-first experience at all times.
Beyond the helpdesk’s immediate problem-solving, Post University also gained a powerhouse extension to its IT department through HigherEdBPO. The partnership equipped Post with tiered IT support services (L1, L2, L3) that could tackle technical challenges of any complexity. Simple requests – like unlocking accounts or installing software updates – were handled swiftly by Level 1 technicians. More complex issues – such as advanced software troubleshooting or server access problems – were seamlessly escalated to Level 2 and Level 3 experts within HigherEdBPO’s team. This tiered approach ensured that every issue was addressed by the right level of expertise on the first try, eliminating long waits while shuffling issues between departments.
HigherEdBPO’s IT support team became an integral part of Post University’s IT operations, working hand-in-hand with in-house staff. They not only reacted to problems but also took a proactive stance. For example, if a pattern of recurring printer connectivity issues emerged, the team would investigate the root cause and implement a lasting fix, rather than just repeatedly resolving the symptom. Over 5,000 IT support tickets – covering everything from classroom technology setup to integrations with the university’s learning management system – have been resolved with efficiency and precision. This proactive and solution-oriented mindset meant that many potential issues were prevented before they could impact students or faculty.
Post University’s leadership quickly noticed the difference in IT performance. The burden on the internal IT team lightened, allowing them to focus on strategic projects like new digital learning initiatives, while HigherEdBPO managed the day-to-day support with reliable expertise. The university’s Vice President of Enterprise Solutions & Architecture, Sanjeev Srinivas, highlighted the impact of this collaboration:
“The dedicated team assembled for us is highly responsive, technically proficient, and consistently goes above and beyond to resolve desktop and application issues with efficiency and precision.”
— Sanjeev Srinivas, VP, Enterprise Solutions & Architecture, Post University
With HigherEdBPO’s experts on call, technical innovation at Post University accelerated – updates and new services could be rolled out knowing that support and maintenance were in capable hands. The IT support services partnership became a foundation of operational stability, giving Post University the confidence to pursue ambitious projects without worrying that everyday technology hiccups would derail progress. In the words of one IT staff member, “HigherEdBPO is not just a vendor; they’re an extension of our team. They think and act like owners of our challenges, which makes all the difference.”
Delivering excellent support isn’t only about solving problems quickly – it’s also about consistent service quality and continuous improvement. To ensure every interaction with students and staff met Post University’s high standards, HigherEdBPO introduced a dedicated Quality Assurance (QA) program into the support operations. This behind-the-scenes role became a game-changer in refining the support experience.
HigherEdBPO’s QA analyst regularly monitors support calls, chats, and ticket resolutions, measuring them against a comprehensive quality framework. Compliance and call audits are conducted using a rigorous checklist (honed from HigherEdBPO’s experience across many institutions) to ensure that each support interaction is courteous, accurate, and in line with Post University’s policies. Rather than using QA as a fault-finding exercise, HigherEdBPO takes a collaborative coaching approach. The QA analyst provides strategic feedback and performance reviews to the support agents, highlighting what went well and what could be improved in each interaction. Through this process, team members receive ongoing soft-skills coaching and tailored communication training – for instance, learning how to better calm an anxious caller or how to simplify technical jargon for a non-technical student.
The QA oversight also reinforces consistency. No matter which agent answers the phone, the experience remains professional, caring, and solution-focused. Metrics like customer satisfaction (CSAT) scores and first-call resolution rate are continuously high, but HigherEdBPO doesn’t rest on those laurels – the QA process ensures they are always looking for the next opportunity to enhance the service. By embedding quality assurance into the partnership, HigherEdBPO has helped Post University make top-tier support the standard, not the exception. Every student’s issue is handled not just as a task to close, but as a chance to provide a reassuring, high-quality interaction. This commitment to quality solidifies the trust that the campus community has in the helpdesk and IT support: users know that when they reach out for help, they’ll get both a correct answer and a positive, supportive experience.
HigherEdBPO’s impact at Post University goes beyond IT and support desks – it also extends into the realm of student growth and enrollment. In an increasingly global education market, Post University sought to expand its reach and better serve prospective students from around the world. HigherEdBPO became a valuable ally in this effort by providing International Student Recruitment Support that embodies the same values of responsiveness and personalized service found in the IT support partnership.
For many international students, the application process can be daunting – different time zones, complex visa requirements, and unfamiliar educational systems. HigherEdBPO’s team stepped in as an extension of Post University’s admissions office, ensuring that no prospective student or overseas recruitment partner felt unattended. Key services provided include:
“I’m so impressed with how efficient you guys are and so easy to work with. Thank you.”
— Judson Epperly, Director of International Admissions & Recruitment, Post University
By entrusting these critical touchpoints to HigherEdBPO, Post University has significantly expanded its global reach without overstretching its on-campus staff. International enrollment processes that used to be cumbersome are now streamlined and handled with professional care. This efficiency not only boosts the university’s recruitment outcomes (with more completed applications and enrollments from abroad), but also enhances its reputation among prospective students as an institution that truly cares – starting from the very first inquiry. For Post University, having HigherEdBPO support international students means every applicant, no matter where they are in the world, receives the guidance and attention they need to become a successful member of the Post community.
The collaboration between Post University and HigherEdBPO has become a model of a student-centric, innovative partnership in higher education. By weaving together helpdesk support, IT services, quality assurance, and international recruitment into one cohesive strategy, Post University transformed challenges into opportunities for excellence. The results speak for themselves: drastically reduced escalations in IT issues, faster response times and virtually no downtime for users, higher satisfaction ratings from students and faculty, and a more efficient recruitment pipeline bringing in students from across the globe. Post University’s staff can focus on teaching and strategic initiatives, knowing that operational support is in expert hands.
Perhaps the impact is best summed up by Post University’s own leadership:
HigherEdBPO’s unwavering focus on service quality, responsiveness, and innovation has made it more than just a vendor to Post University – it’s a true partner in the university’s mission. Together, they have created an environment where technology and support empower every student’s journey, exemplifying how a thoughtful outsourcing collaboration can elevate the entire higher education experience.
