Pima Community College

About the Institution

Founded: 1969
Total Enrollment: 15,293

Pima Community College (PCC) is a public community college in Pima County, Arizona. It serves the Tucson metropolitan area with a community college district consisting of five campuses, four education centers, and several adult education learning centers. It provides traditional and online instruction for over 144 programs. The college also offers workforce training, non-credit personal interest classes and post-baccalaureate certificates.

Website: www.pima.edu

Pima Community College encountered challenges in addressing support requests due to manual processes, compounded by staffing and resource limitations. As a result, students faced delays in accessing critical information and navigating campus systems, leading to frustration and dissatisfaction.

With the transition to online learning, the college’s existing support structure was unable to meet the increasing demands. To overcome these challenges, the college recognized the need for:

• An extended support solution to cover after-hours, weekends, and holidays, ensuring support for students and staff.
• Quick response times and achieving First Call Resolution (FCR) during after-hours to improve overall service efficiency.

In 2020, BlackBeltHelp deployed its student support services across multiple departments, including Admissions, Registration, Student Records and many more. The solution addressed a wide range of student support issues such as Application, Admissions & Enrollment, Registration, Student Billing, Advising & Counseling, Grades & Grading, Course-related Issues, Testing Center inquiries, Withdrawals & Cancellations.