Client Engagement Services & Support Overview
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In this session, we will provide an update on the Client Engagement Team's performance over the past year as well as go through the changes to the team, such as new staff and what this means for you, as well as other projects the team is working on to improve the services provided by the team
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Client Engagement Services & Support Overview
- 1. Client Engagement Services & Support Jaslyn Hughes Manager, Service Delivery
- 2. 22 Who am I? • With Blackboard since 2012 – MRE Service Delivery Manager – Team Lead, Service Delivery – Engagement Manager – Manager, Service Delivery • IT/Education industry since 2006 • Passionate about conservation and education • Volunteer at Monarto Zoo – Mallee Minder – Tour Guide
- 3. 33 The Moodlerooms Team What We’re Doing The Future Questions
- 5. 55 The Moodlerooms Team Adrian Grigg Service Delivery Manager & Engagement Manager Phillip Rankin Application Specialist Niem Page Service Delivery Manager & Engagement Manager Lydia Koppe Service Delivery Manager & Engagement Manager Paul Vella Application Specialist Lloyd Powell Configuration Consultant
- 6. 66 Changes to the Moodlerooms Team • Niem returned from maternity leave, taken over SDM and EM role from Lloyd • Lloyd is now the Configuration Consultant – Still the SDM for one MRE client • Cameron is now a Learn SDM • Phillip is now our permanent Application Specialist • Paul is our newest Application Specialist • Working on combining MR & MRE Support Teams – Enterprise move to Behind the Blackboard – Training MRE Support Team to provide MR Tier 2 Support
- 7. 7 How fast can a cheetah run?
- 9. 99 What We Do Safety net Onboard new clients Support both MR & MRE Manage MRE releases
- 10. 1010 Year to Date 13 MRE clients 52 MR clients 3.5 SDMs >21 clients each 56.38% 1 day closure 68.54% 3 day closure 81.91% 7 day closure 97.14% 30 day closure 10 New clients 5 Onboarding 72 MRE releases 440 JIRA items 13 clients had releases 24 releases per SDM 97.32% Responsiveness 7.68 Hours to respond 404 MR cases created 44 Collab cases created 81 cases in July
- 11. 11 New Client Support Area
- 12. 12 Team Development • Drumming • Meditation • Playdough • Napkin folding and cocktails mocktails • Office drone • Battleships • Card tricks • Museum
- 13. 13 The Future
- 14. 1414 We want it all, we want it now… MR Implementations Project structure Moodlerooms Moots Upgrades, interesting topics Channel Partners Enablement training Induction Packs MR & MRE
- 15. 15 Did you know…
Editor's Notes
- Targets: 1 day 60% 3 days 75% 7 day 85% 30 days 95%
- Watch the video: https://web.microsoftstream.com/video/16803ff9-8c4b-422c-8acf-fede6398459d