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How modern it service embraces customer relationships

The Wharton School believes that a strong relationship between a school’s students and its IT department is integral for both to succeed. In this Relate Live session, attendees learned how Wharton creates one-to-one relationships with their students, how they’ve redefined internal IT to help students thrive, and how one can apply their tactics to your own internal IT customer service.

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How modern it service embraces customer relationships

  1. 1. HOW MODERN IT EMBRACES CUSTOMER RELATIONSHIPS OCTOBER 7, 2015 Alex Milne & Anna Kent IT Technical Director & Sr. Project Leader
  2. 2. Introductions How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  3. 3. Building Relationships from Day One How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  4. 4. Student Voice Student Advocates   Technology Evangelists   OUR ROLE IN THE RELATIONSHIP AS TECHNOLOGY PARTNERS How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  5. 5. Customer-­‐   centric   Organiza2on   Empowering   users     Customer   focused   leadership   Designing  the   experience   Empathy  is  key   in  front-­‐line   services   Feedback  drives   innova>on  &   improvement   Understanding   the  customer   How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  6. 6. It’s not just about support … it’s about experience. RELATIONSHIPS THROUGH THE CUSTOMER LIFE CYCLE
  7. 7. First Touch How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015 EMAIL COMMUNICATIONS PHONE/CHAT WEBSITE ZENDESK HELP CENTER
  8. 8. Arrival How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015 WHARTONIZATION TABLE TECH EDUCATION ONGOING SERVICES
  9. 9. KNOWLEDGE FOR ACTION “Whartonization” – Returning students to productivity How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  10. 10. KNOWLEDGE FOR ACTION Snack Tables – Increase visibility, feedback, and identifying student issues How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  11. 11. KNOWLEDGE FOR ACTION Education – empowering users How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  12. 12. KNOWLEDGE FOR ACTION Zendesk – self-service and easy access to help How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  13. 13. Onsite How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015 TECH CENTER ONGOING EDUCATION SURVEYS / FEEDBACK ZENDESK HELP CENTER
  14. 14. KNOWLEDGE FOR ACTION Redesigned Student Computing center to be more inviting How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  15. 15. KNOWLEDGE FOR ACTION Lunch & learns, experimentation, pilots, Q&A sessions How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  16. 16. KNOWLEDGE FOR ACTION Yearly survey, informal feedback at events How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  17. 17. KNOWLEDGE FOR ACTION Ongoing Zendesk Support How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  18. 18. Graduation/Transition How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015 TECH CENTER EDUCATION CHECKLISTS ZENDESK HELP CENTER
  19. 19. KNOWLEDGE FOR ACTION Education to ensure smooth transition – no lost data How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  20. 20. KNOWLEDGE FOR ACTION Creating checklists in Zendesk for easier guided self-help How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  21. 21. Out-a-site How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015 LIFELONG EMAIL WHARTON CONNECT MAILING LISTS
  22. 22. Summary of what we learned about building relationships •  Feedback drives innovation •  Conversation reveals areas for improvement •  Opportunities exist for relationship building at every step of the customer life cycle How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
  23. 23. Thanks! Contact  us   amilne@wharton.upenn.edu   kenta@wharton.upenn.edu  

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The Wharton School believes that a strong relationship between a school’s students and its IT department is integral for both to succeed. In this Relate Live session, attendees learned how Wharton creates one-to-one relationships with their students, how they’ve redefined internal IT to help students thrive, and how one can apply their tactics to your own internal IT customer service.

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