02/10/2005 |
KENT STATE UNIVERSITY TO REDUCE HELP DESK CALLS USING LEARN.COM'S MENTOR EPSS TECHNOLOGY
Sunrise, FL - June 2, 2005 – Learn.com®, the leader in creating and projecting power-on-demand e-learning, today announced that Kent State University, Ohio's second largest public university and the largest residential university in Northeast Ohio, has purchased Mentor® CSI for Lotus Notes® 6.5 to deliver on-demand learning and virtual help desk support to the faculty and staff.
"We migrated to Lotus Notes a few years ago and during that time we found that it has been quite difficult to get our entire staff into group training. During the last year, we received more than 1,500 Lotus Notes help desk calls and it became obvious that we needed a solution," said Lindy Lewis, Systems Programmer & Lotus Notes Administrator at Kent State University.
"Mentor was the perfect solution for our training and migration challenges," said Lewis. Mentor for Lotus Notes lives within the application so our users can access relevant on-demand multimedia tutorials at their fingertips-when they need them. Moreover, our users won't forget about Mentor because it now has a new context sensitivity feature, which means a Mentor icon appears when a user scrolls the mouse arrow over any actionable areas within Lotus Notes. Mentor even includes a searchable index for users who are looking for a specific topic. The rollout of Mentor will close the gap on the learning issues we have experienced since we implemented Notes."
"Classroom training isn't the answer. It's expensive, it can't give users on-demand or just-in-time training and retention rates are low," said Dan Gallo, CEO of Mentor Communication, Learning and Support, Inc., a Learn.com Company. "We've saved clients millions of dollars by reducing help desk calls from 25 to 45 percent. Mentor technology will deliver fast, effective, on-demand training and reduce user dependence on the help desk."
"DuPont estimates its Mentor performance support system is eliminating 500 help desk calls per week for a savings of at least $750,000 a year," said Josh Bersin, President & Founder of Bersin & Associates. "In addition, Pitney Bowes used a Learn.com Mentor for the rollout of a major desktop application upgrade, and found the volume of help desk requests was reduced by over 2,000 calls per week initially following the upgrade. By conservative estimates, that's a savings of $50,000 per week."
About Learn.com
Learn.com® is the worldwide leader in creating and projecting power on-demand e-learning with more than 50 million end users
around the globe. Our proprietary suite of solutions will empower your organization to administer every aspect of its training
and learning initiatives including the design, delivery, tracking and implementation. Learn.com's unwavering commitment to
understanding client needs and goals allows us to partner with our clients to increase business performance. The Learn.com
family of solutions includes the award-winning LearnCenter® learning management system (LMS / LCMS), the CourseMaker Studio®
authoring tool, Mentor® EPSS and the 1,100 title Learn2® online course library.
About Mentor Communications, Learning and Support
Mentor has been building applications based on its Communication, Learning, and Support concept since 1994. First, they applied the
innovative solution to Knowledge Management applications, custom built by their clients-Ernst & Young, KPMG Pete Marwick, IBM, and
others-with very interesting results: Help Desk calls cut 35% to 45% while application usage skyrocketed. KPMG reported a 67%
increase in usage after Mentor was deployed.
A division of Learn.com since May 2004, Mentor Communications Learning and Support
is a leading business communications company offering custom and off-the-shelf user deployment solutions. With over eight
million user seats sold, Mentor programs help companies get more out of their new technology by making users successful as
soon as the technology is deployed. Mentors are appropriate for a wide variety of products and services offered by software
developers, hardware manufactures, ISPs, makers of wireless devices, and developers of e-commerce sites.
Mentor delivers
just-in-time, multimedia support via local networks, CD-ROMs, local hard drives, or streamed over the Internet. Mentor
products are available for Lotus products such as Notes, Sametime, QuickPlace, and iNotes Web Access and for popular
Microsoft products such as Windows 2000 and XP, Office 2000 and XP, Word, Excel, Outlook, PowerPoint, and Internet
Explorer. Mentor has become a deployment and support standard in a wide range of companies of all sizes. For more
inporation please visit www.trymentor.com.
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Learn.com, its logo and Mentor Communication
Learning and Support are registered trademarks of Learn.com. All other trademarks are acknowledged.
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