McGraw-Hill Higher Education Enhances Customer Service With Advanced Knowledge-Management Technology

For college instructors and students with questions about McGraw-Hill Higher Education's (MHHE) innovative e-learning products, the answers and a multitude of support services are now available through the advanced knowledge-management technology on MHHE's technical support website -- http://www.mhhe.com/support .

The site provides support for all MHHE web-based and software products. The MHHE Support site now offers a continually replenished FAQ Knowledge Bank, an Expertise Exchange where visitors can pose new questions, and a Document Library to provide instructors and students with a way to resolve questions on more than 100 MHHE media technology products. Questions that are not immediately answered by the Knowledge Bank are routed to customer support representatives or to appropriate subject-matter experts, ensuring every question receives a timely answer. The new MHHE site is powered by Participate Systems' Participate Enterprise 3 software -- chosen for its ability to handle McGraw-Hill's increasing support volume and improve customer response rates.

MHHE provides a range of electronic learning solutions, including online tutorials, assessments and e-books covering more than 900 McGraw-Hill titles and course-management systems. These innovative resources are transforming the college classroom, enriching the educational experience and providing many more affordable choices for students with varied learning styles.

"We are proud to offer an innovative solution providing instructors and students with fast answers to questions about our media products and services. The knowledge management technology in this site is powerful, yet easy for our customers to use," said Ed Stanford, president of MHHE. "The result is a website that greatly improves our customer service response time and allows us to effectively provide support 24/7. The customer feedback from the website will also be extremely valuable as we release new versions of our media products and develop new ones."

Alan Warms, president and CEO of Participate Systems, explained, "We're very pleased to provide McGraw-Hill with a complete support solution that significantly enhances its ability to serve customers and increases the efficiency of its customer support operations."

About McGraw-Hill Higher Education

McGraw-Hill Higher Education is a unit of McGraw-Hill Education, the premier provider of teaching and learning solutions for the pre-kindergarten through 12th grade, post-secondary, higher education and professional markets. It is a division of The McGraw-Hill Companies, a global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands, such as Standard & Poor's and BusinessWeek. Founded in 1888, the corporation has more than 280 offices in 40 countries. Sales in 2003 were $4.8 billion. Additional information is available at http://www.mcgraw-hill.com/ .

About Participate Systems

Founded in 1997 and headquartered in Chicago, Participate Systems is a leading provider of online customer support and sales effectiveness solutions. Participate Enterprise software is a J2EE application that combines advanced self-help features with a comprehensive community platform. Participate customers are leveraging this solution to decrease support costs through significant call avoidance, to increase customer satisfaction, and to capture critical customer feedback.

SOURCE: McGraw-Hill Higher Education

CONTACT: April Hattori
McGraw-Hill Education
(212) 904-2078
april_hattori@mcgraw-hill.com
Tom Stanton
McGraw-Hill Education
(212) 904-3214
tom_stanton@mcgraw-hill.com

Web site: http://www.mheducation.com/
http://www.mhhe.com/support
http://www.mcgraw-hill.com/