HOW MODERN IT EMBRACES CUSTOMER RELATIONSHIPS

OCTOBER 7, 2015 Alex Milne & Anna Kent

IT Technical Director & Sr. Project Leader

Introductions

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

Building Relationships from Day One

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

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

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

It’s not just about support … it’s about experience.

RELATIONSHIPS THROUGH THE CUSTOMER LIFE CYCLE

First Touch

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EMAIL COMMUNICATIONS

PHONE/CHAT

WEBSITE

ZENDESK HELP CENTER

Arrival

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WHARTONIZATION

TABLE TECH

EDUCATION

ONGOING SERVICES

KNOWLEDGE FOR ACTION

“Whartonization” – Returning students to productivity

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KNOWLEDGE FOR ACTION

Snack Tables – Increase visibility, feedback, and identifying student issues

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

KNOWLEDGE FOR ACTION

Education – empowering users

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

KNOWLEDGE FOR ACTION

Zendesk – self-service and easy access to help

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

Onsite

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TECH CENTER

ONGOING EDUCATION

SURVEYS / FEEDBACK

ZENDESK HELP CENTER

KNOWLEDGE FOR ACTION

Redesigned Student Computing center to be more inviting

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KNOWLEDGE FOR ACTION

Lunch & learns, experimentation, pilots, Q&A sessions

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

KNOWLEDGE FOR ACTION

Yearly survey, informal feedback at events

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

KNOWLEDGE FOR ACTION

Ongoing Zendesk Support

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

Graduation/Transition

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TECH CENTER

EDUCATION

CHECKLISTS

ZENDESK HELP CENTER

KNOWLEDGE FOR ACTION

Education to ensure smooth transition – no lost data

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

KNOWLEDGE FOR ACTION

Creating checklists in Zendesk for easier guided self-help

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

Out-a-site

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LIFELONG EMAIL

WHARTON CONNECT

MAILING LISTS

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

Thanks! Contact  us  amilne@wharton.upenn.edu  kenta@wharton.upenn.edu