August 5, 2003

When Nazareth College went looking for a solution to the increasingly high volume of calls to its Information Technology call center, it plugged Corporate Communications, Inc. into the equation. After a careful needs analysis, we determined that a majority of support calls dealt with problems related to connecting new student computers onto the college network. Not only can this be a daunting task for the novice user, it can also wreck havoc across the entire network. Corporate Communications, Inc. designed an interactive CD-Rom that walked incoming students through the entire set-up process, including getting online and activating e-mail accounts. The CD-ROM also automatically installed up-to-date virus protection software on every individual computer, removing another critical network vulnerability, and creating a sense of relief on the part of the college's IT folks. After the CD-ROM was distributed, the number of daily support calls decreased by a factor of 10. The students gained confidence in their handling of technology as well, and immediately profited from access to all of the college's intranet offerings.