IT Employment

FAU's Students and Faculty Resolve 97% of Support Issues on Their Own Using Parature

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Executive Summary

Florida Atlantic University (FAU) is most notably characterized by its distributed campus structure in which the university's programs and services are geographically dispersed. FAU faced was a lack of resources to support a growing student body of 26,000+. With a new application to support, they soon began to see a pattern of repetitive inquires that tied up precious resources. Recognizing the need to support more users with limited resources, FAU looked into providing their Blackboard solution via an online support method. FAU selected Parature Customer Service software to power its Blackboard support for several reasons: An easy, intuitive knowledgebase, Scalability to support multiple applications, easy integration with blackboard and robust trouble ticketing system.

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