PerceptIS Wins Help Desk Support Contract for University of Virginia

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

The New Standard in Customer Service

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, 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, "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.

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

Editorial Contact:
Shelly Stata
Director of Corporate Communications
216-458-4122, ext.103


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Shelly Stata
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