how modern it service embraces customer relationships
TRANSCRIPT
![Page 1: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/1.jpg)
HOW MODERN IT EMBRACES CUSTOMER RELATIONSHIPS
OCTOBER 7, 2015 Alex Milne & Anna Kent
IT Technical Director & Sr. Project Leader
![Page 2: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/2.jpg)
Introductions
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 3: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/3.jpg)
Building Relationships from Day One
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 4: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/4.jpg)
Student Voice
S tudent Advocates
Technology Evangel is ts
OUR ROLE IN THE RELATIONSHIP AS TECHNOLOGY PARTNERS
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 5: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/5.jpg)
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 Relationships Relate by Zendesk | October 7, 2015
![Page 6: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/6.jpg)
It’s not just about support … it’s about experience.
RELATIONSHIPS THROUGH THE CUSTOMER LIFE CYCLE
![Page 7: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/7.jpg)
First Touch
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
EMAIL COMMUNICATIONS
PHONE/CHAT
WEBSITE
ZENDESK HELP CENTER
![Page 8: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/8.jpg)
Arrival
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
WHARTONIZATION
TABLE TECH
EDUCATION
ONGOING SERVICES
![Page 9: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/9.jpg)
KNOWLEDGE FOR ACTION
“Whartonization” – Returning students to productivity
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 10: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/10.jpg)
KNOWLEDGE FOR ACTION
Snack Tables – Increase visibility, feedback, and identifying student issues
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 11: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/11.jpg)
KNOWLEDGE FOR ACTION
Education – empowering users
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 12: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/12.jpg)
KNOWLEDGE FOR ACTION
Zendesk – self-service and easy access to help
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 13: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/13.jpg)
Onsite
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
TECH CENTER
ONGOING EDUCATION
SURVEYS / FEEDBACK
ZENDESK HELP CENTER
![Page 14: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/14.jpg)
KNOWLEDGE FOR ACTION
Redesigned Student Computing center to be more inviting
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 15: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/15.jpg)
KNOWLEDGE FOR ACTION
Lunch & learns, experimentation, pilots, Q&A sessions
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 16: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/16.jpg)
KNOWLEDGE FOR ACTION
Yearly survey, informal feedback at events
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 17: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/17.jpg)
KNOWLEDGE FOR ACTION
Ongoing Zendesk Support
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 18: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/18.jpg)
Graduation/Transition
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
TECH CENTER
EDUCATION
CHECKLISTS
ZENDESK HELP CENTER
![Page 19: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/19.jpg)
KNOWLEDGE FOR ACTION
Education to ensure smooth transition – no lost data
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 20: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/20.jpg)
KNOWLEDGE FOR ACTION
Creating checklists in Zendesk for easier guided self-help
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
![Page 21: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/21.jpg)
Out-a-site
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
LIFELONG EMAIL
WHARTON CONNECT
MAILING LISTS
![Page 22: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/22.jpg)
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 Relationships Relate by Zendesk | October 7, 2015
![Page 23: How modern it service embraces customer relationships](https://reader031.vdocuments.net/reader031/viewer/2022021503/58f24f1b1a28abc3038b458b/html5/thumbnails/23.jpg)
Thanks! Contact us [email protected] [email protected]