Transforming the Customer Service Experience

1. Transforming the Customer Service Experience Carol Rose St. Cloud State University http://huskynet.stcloudstate.edu

2. 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

3. Areas to address • Provideincreased assistance during periods of high demand. • Improve training for student workers. • Provideimproved support for customers by developing new technologies and procedures. • Increase awarenessof vulnerabilities. • Improve internal communication • Increase self-help options.

4. Increase assistance How 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

5. Nortel Call Center

7. Altiris Service Desk

9. Door Counter

11. WhentoWork Scheduling students based on our needs

16. 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

17. Love Your Computer campaign Sharing knowledge and promoting network security, PC safety tips, etc.

18. How-to Videos

19. 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

20. HelpDesk Toolkit

21. 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

23. Fills the Ticket Details fields with default settings

26. Quota Check Tool Allows students to check their email and File/Web space quota

28. Customer Facing Monitor, Keyboard and mouse Allows customers to enter their password for account activation and verification

29. Bomgar Remote Support for personal computers and devices

30. 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

33. 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

34. 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

35. 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

36. 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

37. Questions? http://huskynet.stcloudstate.edu