Monday, January 26, 2009

Raving Fans...Six Months In

perceptis-logo.jpgAccording to Ken Blanchard, the way to measure whether your service is any good or not is to find out how many raving fans you have.  The more raving fans, the better the service.

When I announced to the UTO team at the beginning of this year that our goal was to build raving fans for technology services here at ASU, I told them we were halfway done.  We'd managed to get everyone raving, now we just had to make them fans.

Getting raving fans for technology services anywhere is a tall order.  And getting them right after an ERP implementation is a taller order still.  So when we set out to improve ASU's technology services, it seemed like an almost insurmountable task, and we still have an awfully long way to go.

But we've taken a lot of steps and a large group of people is working very hard to get us there.  Along the way, we made some customers pretty happy.

In August 2007, ASU partnered with the Cleveland-based firm PerceptIS to further advance its level of customer service and support to the ASU Community via the ASU Help Desk. Thanks to efforts led by Russ Seiter of PerceptIS and Sarah Hughes and Mary Covington of ASU, the ASU Help Desk is now available on a 24x7 basis and offers easy-to-find, reliable assistance to anyone affiliated with the University.  Russ, Sarah, and Mary worked together to bring industry best practices to ASU while defining new standards and procedures to better meet ASU's growing size and service demands.

An average of 500 cases are handled each day through the ASU Help Desk, with an average time to speak to a call center agent at less than sixty seconds.  Additional services including a call back feature; online chat; and a desktop remote agent, which allows Help Desk personnel to directly manage a caller's machine to both teach users & resolve problems simultaneously, have been added to make finding and receiving technical assistance even easier.

The ASU Help Desk currently serves all four campuses including the ASU Human Resources department.

For the Fall '08 term, the Help Desk successfully resolved cases 93% of the time, with the most common calls concerning password resets, phone number requests, and accessing Blackboard classes. Customers are also asked to take a satisfaction survey at the completion of problem calls when a ticket has been submitted, providing valuable information that the Help Desk uses to continuously enhance performance.

Here's what customers are saying:

A heartfelt thank you to all UTO staff, whose customer oriented skills made the request process pleasant and enjoyable. The knowledge and courtesy demonstrated for all the staff is notorious and very appreciated.

Great customer support. Thanks

Great job, timely service. Please keep this personal touch -- it is needed on this campus!

Everyone that helped me was thoughtful, kind and courteous. My case was resolved very quickly. Thank you very much!

The speedy response to my training request is much appreciated.  Interaction with service providers has always been very professional and expedient.

As usual, the service I received was prompt, polite, and totally satisfactory.

Everyone was more than helpful, very knowledgeable, patient and resolved my question much more quickly than I had anticipated. Thanks.

The help desk staff were very good. They were polite, sympathetic, competent and my interaction with them was excellent and enjoyable.

Your customer service is EXCELLENT!  Thank you!

PerceptIS updates ASU’s System Health page when necessary. The System Health page communicates system status information, including planned and unplanned outages, to the rest of the University. Average Help Desk wait times and total calls are posted there daily. If you'd like to learn more about problem reports managed by the Help Desk, check out the link to the All CRM Cases dashboard on the right side of the System Health page.

As always, don't forget to send us your comments, concerns, even horror stories and tell us where we can improve - it's the only way we can keep getting better.


Alan Bradford January 26, 2009 at 5:30 AM  

Everyone at my last job was required to read Blanchard's book. I think I got through it in a couple days. Great book, great principles. You can put me down as a Raving Fan of the ASU technology services. Keep up the great work and the useful products...

Chris Kurtz January 27, 2009 at 1:59 AM  

While you may have made progress in handling student issues, reporting and getting issues solved as a staff member remain AWFUL. Department level IT people routinely see tickets misrouted (because the HelpDesk has no idea what we're asking for), lost entirely (submitting a ticket on the web never works), or just ignored. I've certainly never found the HelpDesk managers available *at all* regardless of 24x7. Its pathetic that as an IT Manager responsible for a NASA-funded project (and more than two dozen staff who rely on me for IT) I have *zero* additional resources to solve an ASU problem than they do. Sorry Adrian, you're still failing...I *dread* calling the helpdesk with issues.

Liz C.,  January 28, 2009 at 7:01 AM  

My experience with your new Helpdesk is a total disaster. They show total lack of knowledge and common sense. Whom should I talk to? Crow is not helping either... Adrian should be fired!

Adrian Sannier February 6, 2009 at 12:14 AM  

Sorry to hear your experience has been so poor. Please feel free to contact me directly and we'll do what we can to address your issues.

Paul L Compton,  February 6, 2009 at 1:27 AM  

"Raving Fan" created by my Help Desk experience. As a retired UTO employee I understand that operateing a high volume call center with pressure to achieve high service levels every day. I appreciated the personal, hands-on assistance that I received. In today's fast pace and at times impersonal world, it is refreshing to see an organization that values one-on-one service. The result is a very satisfied customer; with the service and the support that accompanies it. Your organization is fortunate to have outstanding associates who are very polite, and very helpful. In short, I am VERY appreciative of the help that I received from this associate (sorry I didn't write his name down) and send you this to ensure that you know it! Also thanks to all the people in the backround that make it happen.

Paul Compton

analyse site February 17, 2009 at 10:57 PM  

Great post thank you very much !!

Chris Kurtz February 25, 2009 at 7:04 AM  


Thank you for the response. Mary has already been in touch and provided the priority number. I passed it on to an ASU IT Professional in SESE, and it has already proved useful!

I applaud your responses to my comments -- in my experience in IT Customer Service, its the UNsatisfied customer that shows you most how to improve.

I'll be in touch!