Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
HOW MODERN IT EMBRACES
CUSTOMER RELATIONSHIPS
OCTOBER 7, 2015
Alex Milne & Anna Kent
IT Technical Director & Sr. Project L...
Introductions
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
Building Relationships from Day One
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
Student Voice
Student Advocates	
  
Technology Evangelists	
  
OUR ROLE IN THE RELATIONSHIP AS TECHNOLOGY PARTNERS
How Mod...
Customer-­‐	
  
centric	
  
Organiza2on	
  
Empowering	
  
users	
  	
  
Customer	
  
focused	
  
leadership	
  
Designing...
It’s not just about support … it’s about experience.
RELATIONSHIPS THROUGH
THE CUSTOMER LIFE CYCLE
First Touch
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
EMAIL COMMUNICATIONS
PHONE/CH...
Arrival
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
WHARTONIZATION
TABLE TECH
EDUCATI...
KNOWLEDGE FOR ACTION
“Whartonization” – Returning students to productivity
How Modern IT Embraces Customer RelationshipsRe...
KNOWLEDGE FOR ACTION
Snack Tables – Increase visibility, feedback, and identifying student issues
How Modern IT Embraces C...
KNOWLEDGE FOR ACTION
Education – empowering users
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October...
KNOWLEDGE FOR ACTION
Zendesk – self-service and easy access to help
How Modern IT Embraces Customer RelationshipsRelate by...
Onsite
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
TECH CENTER
ONGOING EDUCATION
SURV...
KNOWLEDGE FOR ACTION
Redesigned Student Computing center to be more inviting
How Modern IT Embraces Customer Relationships...
KNOWLEDGE FOR ACTION
Lunch & learns, experimentation, pilots, Q&A sessions
How Modern IT Embraces Customer RelationshipsRe...
KNOWLEDGE FOR ACTION
Yearly survey, informal feedback at events
How Modern IT Embraces Customer RelationshipsRelate by Zen...
KNOWLEDGE FOR ACTION
Ongoing Zendesk Support
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2...
Graduation/Transition
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
TECH CENTER
EDUCATI...
KNOWLEDGE FOR ACTION
Education to ensure smooth transition – no lost data
How Modern IT Embraces Customer RelationshipsRel...
KNOWLEDGE FOR ACTION
Creating checklists in Zendesk for easier guided self-help
How Modern IT Embraces Customer Relationsh...
Out-a-site
How Modern IT Embraces Customer RelationshipsRelate by Zendesk | October 7, 2015
LIFELONG EMAIL
WHARTON CONNECT...
Summary of what we
learned about building
relationships
•  Feedback drives innovation
•  Conversation reveals areas for
im...
Thanks!
Contact	
  us	
  
amilne@wharton.upenn.edu	
  
kenta@wharton.upenn.edu	
  
Upcoming SlideShare
Loading in …5
×

0

Share

Download to read offline

How modern it service embraces customer relationships

Download to read offline

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.

Related Books

Free with a 30 day trial from Scribd

See all
  • Be the first to like this

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  

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.

Views

Total views

434

On Slideshare

0

From embeds

0

Number of embeds

3

Actions

Downloads

5

Shares

0

Comments

0

Likes

0

×