cusecare jonathan wright syracuse university student services win

’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 ?