ESM at Work at Kentucky Community and Technical College System (KCTCS)
As one of the largest community college systems in the country and largest provider of postsecondary education and workforce training in Kentucky, KCTCS faced the challenge of providing education and services to meet the commonwealth's demand for a high-quality, technology-oriented workforce.
To meet their challenge head-on, the College launched KCTCS Online in 2008 to help deliver real-time competency-based education for the citizens of Kentucky. KCTCS Online is the first program of its kind to offer students the options to divide courses into smaller learning modules that allow self-paced, flexible learning.
Objective
Providing white-glove service for this important learner population was a primary focus for the College and one that they knew required partnership and collaboration. KCTCS selected Presidium to manage the entire range of service requests—providing students a single point of inquiry to take the headache out of the administrative side of life-long learning.
Why it Works?
A flexible, modular instructional model requires a service environment that is equally nimble and accommodating. That's why KCTCS Online developed a centralized service desk to deliver 100% online solutions to questions on technology, financial aid, billing, books, tutoring. This 24/7 hotline help students connect with the critical services required to succeed.
What Makes it Cool?
Highly customized service to a unique, mission critical user population. Now that is the epitome of Extreme Customer service.
Method of
Use and Deployment
Laser-focused strategy. 100% targeted deployment.