- Subscribe to RSS Feed
- Mark as New
- Mark as Read
- Bookmark
- Subscribe
- Printer Friendly Page
- Report Inappropriate Content
Session Code: BRE1099
Presenter(s): Teresa, Steve
Company(s): American University, American University
Abstract:
American University decided to implement Customer Service Management to facilitate the tracking of customer interactions by student-facing offices and ultimately improve their overall service delivery. As part of the “Reinventing the Student Experience” initiative, a cross-functional working group formed to complete the required weekly deliverables or tasks necessary to configure the system to meet their needs. Using an agile development approach, the OIT staff configured and demonstrated those aspects of the system, allowing for instant feedback and completion of resultant changes.
In May 2018, CSM was launched along with a new integrated self-service site called JustAsk, which offers an intelligent, Google-like online search interface to provide easy access to service information and actionable forms at any time. Now with 10 academic and administrative departments on board, continued emphasis is focused on maturing usage, simplifying day-to-day actions, reducing unnecessary “high-touch” interactions, reducing unnecessary back and forth emails, and increasing student satisfaction.
- 247 Views
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
