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