PerceptIS Celebrates Its 5th Anniversary in Providing Help Desk Support Services to Higher Education

PerceptIS celebrates five years of providing advanced help desk support—which now includes IT, Admissions, Registration, Financial Aid and Human Resources—while driving exceptional customer service, process improvement and cost savings.

Cleveland, OH (May 27, 2009) – PerceptIS, LLC celebrates its 5th anniversary in providing advanced help desk support, customer support services and business intelligence to higher education. Recognized for setting the industry standards in customer service excellence, PerceptIS is the thought leader in developing custom-facing self-help tools and driving data analytics for process improvement and cost savings.

As a local start-up in Cleveland, initially founded to provide call center, help desk and onsite support to Case Western Reserve and its community of 12,000, PerceptIS quickly grew into a national company supporting nearly 1.2 million end users with 24x7x365 call centers in Cleveland and Phoenix, and onsite desktop technicians in Cleveland and Boston.

“Our steady growth and achievements are the result of highly talented employees who are tirelessly committed to the success of our clients,” says Dan Barber, VP of Client Relations.

Despite its triple digit growth rates, PerceptIS has remained true to its three founding principles: 1) providing world-class end user service to higher education, 2) relentless use of data and root cause analysis to drive continuous improvement and 3) creating great jobs in the communities in which they work and live.

PerceptIS supports:
· One of the largest single Blackboard Learning System implementations in the country (250,000 users).
· One of the largest single Blackboard/WebCT Vista implementations in the country (115,000 users).
· The largest single PeopleSoft academic implementation in the country (250,000 users).

In just five years, PerceptIS has grown from providing IT customer support services to its new service model, PerceptIS Assists, which includes support for everything from the traditional IT help desk to general switchboard, Admissions, Registration, Financial Aid, Human Resources and Facilities Management.

How has this been received by the higher education community? Over 50 campuses have switched from their competitors to PerceptIS in the last 21 months.

Founder and CEO, Bill Bradfield, speaking at a company anniversary celebration said, “We have been very fortunate. Our customers have embraced the collaborative model for delivering customer service. And, our team has stepped up to the great challenge of serving a very diverse client base. We have pushed each other to provide greater service and more services. The result has been incredible customer satisfaction and deep partnerships.”

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Editorial Contact:
Shelly Stata
Director of Corporate Communications
PerceptIS
shelly.stata@perceptis.com
216-458-4122, ext.103

PerceptIS Wins Help Desk Support Contract for University of Virginia

PerceptIS six-year contract with University of Virginia will provide advanced help desk support while driving process improvement, exceptional customer service and cost savings.

Cleveland, OH (April 28, 2009) – PerceptIS, LLC, a Cleveland-based provider of advanced help desk support, customer support services and business intelligence to higher education, announces that it has won a six-year contract to provide 24x7x365 help desk support services to the University of Virginia. Through this cooperative contract, any public or private health or educational institution, any university-related foundation, or any public body, may access this agreement.

According to James L. Hilton, Vice President and Chief Information Officer at the University of Virginia, “Partnering with PerceptIS fits perfectly with our strategy of ‘right-sourcing,’ allowing us to free up our staff to focus on our core mission.”

PerceptIS has collaborated with U.Va. to build a comprehensive support model. Consolidating three help desks into a single support desk, the implementation will be rolled out in phases: IT support including support for Sakai, information support for Oracle’s Human Resources and Financial applications, and last, support for PeopleSoft Student Information System.

Virginia H. Evans, Assistant Vice President for Integrated System Deployment and Support at U.Va., asserts that “our team feels that PerceptIS has a good understanding of our higher ed environment and culture, and we believe that they will be a great partner helping us to serve our students, faculty and staff.”

U.Va. will utilize AnalysIS©, PerceptIS’ business intelligence tool. Giving clients total transparency, the AnalysIS dashboard provides daily and weekly trends on incident volume, average speed to answer, negative abandonment rate, first call resolution and customer satisfaction.

“We are thrilled to be part of the University of Virginia team,” stated Bill Bradfield, Founder and CEO of PerceptIS. “Their selection and contracting process was both collaborative and interactive, and the teams bonded well throughout it. That kind of bonding is essential to us jointly delivering our primary goal: great service throughout the campus community. I am looking forward to a long and successful partnership with James, Virginia and the rest of the great folks at the university.”

Executing a 21st century service model approach, PerceptIS’ focus is on bringing data, driving process improvement and providing exceptional customer service. PerceptIS’ help desk support solutions are customized to the specific needs and goals of their client partners.

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About PerceptIS

PerceptIS is a leading provider of advanced help desk, customer support services and business intelligence to Higher Education. We provide 24x7x365 or after-hours support for IT, General Switchboard, Admissions, Registration, Financial Aid, Human Resources and Facilities Management. With a 21st century service model approach, our focus is on providing exceptional customer service. We are recognized for the quality of our partnerships with our customers and the precision with which we bring data to the services function—providing root cause analysis, process improvement and cost savings. To learn more, visit www.perceptis.com.


Editorial Contact:
Shelly Stata
Director of Corporate Communications
PerceptIS
shelly.stata@perceptis.com
216-458-4122, ext.103

Robyn Render Appointed to PerceptIS Board of Directors

Cleveland, OH (October 28, 2008) – PerceptIS, LLC, a Cleveland-based provider of enterprise support services to higher education, is pleased to announce the appointment of Robyn Render to the Board of Directors, effective December 1st. Prior to her recent retirement, Robyn was vice president for information resources and chief information officer at the University of North Carolina System. At the UNC System, she was responsible for strategic planning and policy development for technologies that support the University’s instructional, research and public service activities and she worked with IT officials on the 16 campuses to facilitate collaborative approaches to system-level technology issues. She now lends her considerable talents and expertise to colleges and universities as an independent consultant and industry spokesperson.

Robyn earns high marks from every major University constituency for her vast technical knowledge, her ability to work effectively with diverse groups and viewpoints, and her deep understanding of the growing potential of IT in teaching and learning.

“We are obviously thrilled that Robyn has agreed to join our Board of Directors”, PerceptIS CEO Bill Bradfield reported. “We have made a significant effort to build our national presence around the value generated through end-user services. Part of that strategy was to build our governance structure to be one of national prominence, diverse viewpoints and technical excellence. Robyn, by nature of her track record and her vision, is a perfect fit for us.”

Render has over 30 years of experience working in AT&T Communications and in higher education for large and small public universities. Render is active in various regional and national professional organizations. She has served as Chair of the EDUCAUSE Board of Directors and is a member of several local and national advisory boards.

Render has written and spoken widely on technology and quality management in higher education and has consulted for other universities on the integration of technology in teaching and learning, strategies for implementing administrative systems and in creating effective IT organizations.

Added Bradfield, “I saw Robyn speak at a conference in Tucson earlier this year. Her message was, “one-size-fits-all solutions are a 20th century concept”. I connected with her immediately. We discussed the importance of service in the delivery of 21st century teaching and learning. I said, I need you on my Board. I still carry my scribbled notes from her presentation in my brief case.”

Robyn joins Casey Green, founding director of The Campus Computing Project, as a national member of the PerceptIS Board of Directors.

About PerceptIS
PerceptIS is setting the industry standards in providing help desk, call center and information technology services to higher education. Our exceptional people, superior processes and leading-edge tools provide the highest quality customer experience. Founded in 2004, the privately-held Cleveland, Ohio based firm has grown rapidly, doubling in size in each of the past years. PerceptIS operates fully redundant call centers in Cleveland and Phoenix and provides support
services in information technology, human resources, facilities management and a variety of relationship management services for students, faculty and staff. Among our clients, we are pleased to include some of the largest, most complex and most demanding environments in higher education, including Arizona State University, Case Western Reserve University, The Colorado Community College system, Maricopa County Community College district and UMassOnline. We are known for the quality of our relationships with our customers and the precision with which we bring data to the services function, providing solutions to root cause. At the core of our culture is the creation of information technology jobs in the communities we serve. To learn more, visit http://www.perceptis.com/.

Editorial Contact:
Shelly Stata
Director of Corporate Communications
PerceptIS, LLC
1250 Old River Road, 3rd Floor
Cleveland, OH 44113
216-458-4122, ext.103
http://www.blogger.com/shelly.stata@perceptis.com
http://www.blogger.com/www.perceptis.com