transforming the customer service experience
Post on 01-Jan-2016
25 Views
Preview:
DESCRIPTION
TRANSCRIPT
Transforming the Customer Service ExperienceCarol Rose
St. Cloud State University
http://huskynet.stcloudstate.edu
Background Info• Enrollment – 17,000 +• Faculty & Staff – 1,700
• HelpDesk consists of:• 2 FTE (ResNet and
HelpDesk Coordinators)• 30+ students• Funded by Student Tech
Fee and ResLife
• HelpDesk supports:• All student machines
(ResNet and off-campus)• Faculty and staff personal
machines• Some office technology• All HuskyNet-related
services
Areas to address1. Provide increased assistance during
periods of high demand.2. Improve training for student workers.3. Provide improved support for
customers by developing new technologies and procedures.
4. Increase awareness of vulnerabilities.5. Improve internal communication6. Increase self-help options.
Increase assistanceHow did we evaluate?• Nortel Call Center• Altiris Service Desk• Door Counter
What did we do?• Opened additional location in Student Union• Added Move-in Weekend support• Modified our scheduling practices
Nortel Call Center
Altiris Service Desk
Door Counter
Scheduling students based on our needs
WhentoWork
Improve training• Established a training outline for new hires• Mandated weekly meetings• Additional training tools (Atomic Learning)
• Unique projects:• Love Your Computer campaign• How-to Videos • Connect to Network, Install SEP, Connect to
Virtual Lab, etc.• Print Queue Application•Wiki
Sharing knowledge and promoting network security, PC safety tips, etc.
Love Your Computer campaign
How-to Videos
Improve support• HelpDesk Toolkit• Customer-facing monitor, keyboard and
mouse• Wiki Knowledge base• Network-Attached Storage (NAS) for data
backup• Flash drives with write-locking capabilities• Bomgar Remote Support Software
HelpDesk Toolkit
HelpDesk Toolkit•Quick Ticket • Decrease the amount of time needed to enter incidents into Altiris and increase the accuracy of the number of incidents that are logged
•Account Details• Verify password and unlock account
•Reset profiles • Reset Roaming profiles
•Dashboard• Display status of computers in-back
Fills the Ticket Details fields with default settings
Allows students to check their email and File/Web space quota
Quota Check Tool
Allows customers to enter their password for account activation and verification
Customer Facing Monitor, Keyboard and mouse
Remote Support for personal computers and devices
Bomgar
Bomgar• Secure Remote Support Software• Supports Windows, Linux, Mac, Blackberry and Windows Mobile from one screen
• Features View demo
• Click-to-Chat• Escalation• File Transfer• Reboot and Reconnect• Training and Presentation opportunities• Jump Technologies
Increase visibility• Love Your Computer Campaign• Campus-wide events• Yearly new student orientation• Yearly “phishing” warning messages
• Opened a new satellite location in the Student Center
Improve communication
• Focused on communication between HelpDesk and computer labs
• Developed team atmosphere between HelpDesk student workers and the FTE college techs
• Improved internal communication
Increase self-help options
• How-to Videos• Quota Check tool• Print Queue Application• Provide options to customers: •Download and install things themselves •HelpDesk assistance (while they wait or check-in)
• Coming soon – Knowledge Base
Outcome• Improved focusing of scheduling our
resources
• Fewer complaints from staff and customers
• Providing tools for our consultants has empowered them to solve more problems during the first point of contact
• Putting the tools in the hands of the customers results in self-sufficient customers
Questions?
http://huskynet.stcloudstate.edu
top related