July 30, 2009

ITS Puts Customer Service Front and Center with New Unit

Case Western Reserve University's Information Technology Services (ITS) department is re-emphasizing its commitment to customer service with the creation of a new unit.

Beginning August 1, the Customer Service and Support Unit will be led by Michael Kubit. He has been with the university for more than 25 years, and has led several university initiatives, including Technology Enhanced Classrooms, MediaVision Courseware, and the 'university's videoconferencing infrastructure.

The new department is the result of ITS' recent organizational review, as well as the Technology Support Request for Proposal process, which involved representatives from across campus.

"ITS is also taking this opportunity to bring desktop support and telephone services back within the university," Kubit explained. Determining the key needs of the campus community was the driving force behind the redesign of customer support, he added.

The department will include the Software Center; a training team; a communications specialist; the campus telephone operators; strategic vendor relationships (Dell, Apple, Sprint, AT&T, etc.); and contract negotiations.

Several new positions have been created. "We looked for people who really demonstrated an understanding of outstanding customer service. We're thrilled to provide jobs to Clevelanders," Kubit said.

The Bellflower and Sears walk-in centers and the telephone services office will now be staffed by Case Western Reserve employees.

Another component to customer support is a new vendor, CDI Corporation. The group will provide call center support and manage the content of http://help.case.edu. The campus community will still be able to maneuver the Web site and rely on services such as the online chat and the 368-HELP phone line.

"We understand that information technology is a critical service. In the sophisticated and complex technology environment we enjoy here at Case Western Reserve University, our customer service offering is the front line," said Lev Gonick, vice president of ITS and the university's chief information officer. "We field more than 100,000 calls and chat sessions annually. We have teamed up with one of America's few Help Desk Institute Certified providers to offer the campus 7/24/365 support. We look forward to having our new customer service organization coordinate and collaborate with the technology support professionals across campus to provide an excellent customer service experience."

The new unit also will work with individual schools. "One of our primary goals will be to build and leverage strong collaborative relationships between ITS and the distributed IT units that provide specialized services to the university's various management centers. We're going to work hard to establish open communication with as many faculty, staff, and student groups as possible," Kubit said.

For more information contact Kimyette Finley, 216.368.0521.

Posted by: Kimyette Finley, July 30, 2009 12:57 PM | News Topics: Campus Life, Collaborations/Partnerships, Faculty, Staff, Students, Technology

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