cusecare jonathan wright syracuse university student services win
TRANSCRIPT
’CuseCare
Jonathan WrightSyracuse University
Student Services
Win
Win
Win
SU IS
- Size and Tuition
- Primarily Residential in Nature
- Geographic Location
- ITS Relationships
- Caveats
CuseCare Is
- How Many ? (Intended for students)
- Warranty Hardware Repair Service on Dell & Apple Computers Sold through the SU Bookstore
- General Turnaround Time?
- Funding
CuseCare PremiseTo promote the concept that colleges and universities can
better serve the computing needs of their student population by
teaming up with their bookstore sales department and the manufacturers sold there.
Pre- CuseCare Issues
- Technicians entering residence halls
- U.R.P.
- Scheduling Appointments
- Mom and Pop
- Expectations
Program Evolution
- The offer to provide funding by the bookstore sales to cover certification, spare parts, administrative overhead, and personnel.
- Virus/Worm outbreak in 2003 which forced us to require a/v software on a laptop we knew was configured for our support
- Increased laptop usage and colleges and schools branding and imaging lead to an SU image.
- Evolved from relationship with bookstore
Bookstore Win
Peace of Mind
- Selling Points
“I.T.S. approved”
“On CampusRepair”
”Willing
Parnters”
Servicability
4 yearAccidental Damage Warranty (Dell)
3 year Defect
Warranty (Apple)
- Happy to help
IT Support Wins
- Faster turnaround of broken machinesRequiring less storage space
- Stock common parts
- Imaging is much faster
- Easier to support a common platform(s)
- Vendor certification – Re-imbursementAccess to broader technical support
Student Wins
- Knowledgeable technicians to perform“user” replaceable part
- Shorter turnaround time for repairs
Student Wins
- Lower price point for purchases with a4 yr warranty
- One stop diagnosis and fix without studenthaving to do any of the work However….
- Knowledgeable technicians to perform“user” replaceable part
- Shorter turnaround time for repairs
- Parental Peace of Mind
SUMetrics
- Top 3 repairs
- Average turnaround time
- Number of repairs per semester/year
- Personnel Resources
- Number of student employees at drop-offlocations
Challenges
- Parade Magazine Flyer
- Bookstore desires to offer a largermore diverse product line
- Funding model
- Advertisement and consolidated Mailings
CuseCare Future
- Advertise Selected Models to incoming class
- Bookstore and ITS create SU image
- Academic units, Bookstore, and ITS work to determine new models
- Put certified staff in the drop off center(s)
CuseCare Service Model
- Student claims repaired laptop.
- Returned to drop off center
- repaired by Dell & Apple certified technicians.
- Laptop is transported to repair center
- Laptop is tested for hardware/software failures byStudent consultants. Hardware problems escalatedto CuseCare.
- Client drops locations
Questions ?