HEAT Hybrid CASE STUDY | 1 Baylor University BAYLOR UNIVERSITY CENTRALIZES HELP DESK, ACHIEVES NEW LEVELS OF EFFICIENCY, CUSTOMER SERVICE WITH HEAT® CUSTOMER PROFILE Chartered in 1845 by the Republic of Texas and affiliated with the Baptist General Convention of Texas, Baylor University is the oldest institution of higher learning in the state and the largest Baptist university in the world. While remaining true to its heritage, Baylor ha

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