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How Florida Virtual School Has Turned Their Customers into Raving Fans and Created Legendary Support

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How Florida Virtual School Has Turned Their Customers into Raving Fans and Created Legendary Support

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    1. How Florida Virtual School Has Turned Their Customers into Raving Fans and Created Legendary Support Bryan Nguyen and Mikeal Stansbury

    2. Agenda Introduction to FLVS Pre-Parature Help Desk Pre-Launch Requirements Gathering/Training Go For Launch! New Customer Standards of Service Parature = More than just a Help Desk Solution! Contact Information

    3. Introduction to Florida Virtual School (FLVS)

    4. Pre-Parature Help Desk Eden Help Desk (Lotus Notes) Reporting very limited Basic Knowledgebase

    5. Pre-Parature Help Desk

    6. Pre-Launch Requirements Gathering/Training Initial Parature Launch Curriculum Services Information Technology Services Interview Questions � Implementation strategies, workflows, etc. Training Session by department

    7. Go For Launch! Immediate gains � Standard reporting, customer service feedback, efficiency and workflow Help Desk and Service Desk interface user friendly � Technicians welcomed change Demo Service Desk Interface

    8. Go For Launch! Certain end users were not quick to adapt to new system Provided innovative means of introducing Parature to FLVS End users became partners instead of bystanders Demo End User Interface

    9. Go For Launch! Standard/Premium Reporting Demo

    10. New Customer Standards of Service Ticket Life Cycle 1st, 2nd, 3rd level ticket triage Knowledgebase Articles Ticket Chief Customer Satisfaction Survey

    11. Parature = More than just a Help Desk Solution! Help Desk ? Collaboration Tool Finance Dept. Customer Care Representatives Guidance Counselors Instructional Leaders

    12. Q&A and Contact Information Questions? Mikeal Stansbury - Application Specialist mstansbury@flvs.net 407.513.3442 Bryan Nguyen � Application Specialist bnguyen@flvs.net 407.513.3438 Parature Support Center - http://help.flvs.net

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