Emory Finance Support Center: the next phase

We have been reviewing data about the FSC to determine ways to improve our client service.

The new Emory Finance Support Center (FSC) was established November 2016 to support the Compass 9.2 Upgrade and the broader Finance Community. As part of the stabilization period, we have been reviewing data about the FSC to determine ways to improve our client service. The data shows the following information:

  • The overall call volume is low (52-57 calls a day) compared to the number of tickets we receive (Approx. 300 tickets per day)
  • Approximately one third of our daily calls are from outside suppliers
  • Many of the calls to FSC are training in nature

FSC Objectives  

As a result of the data and your feedback, we believe that the following objectives will help us to advance towards our goal of better serving you:

  • Improve our FSC ticket and call management
    • By defining alternative ways to manage our outside suppliers and invoice processing, which will provide more time to support our Emory colleagues
    • By delivering targeted training opportunities and onboarding information to support independent client success
    • By defining service level agreements (SLAs) and measuring our success against these expectations (this process is underway and we will use the aggregate 6 months stabilization data to determine SLA’s and reasonable response times).  More information to come in June, 2017)
    • By engaging more OFSDA team members in reviewing FSC  and Compass related tickets
  • Improve the customer experience including response time and communications
    • By accelerating knowledge transfer from our system experts to the FSC
    • By building customer care skills within the FSC staff (see new FSC hours below)
    • By improving education and communication

Our ultimate goal is to become a trusted and valuable resource that our clients can rely upon for Emory Finance Systems answers, enabling our colleagues to work with confidence, efficiency and self-reliance.

How to Get Help

If you have questions or need additional information, please review the ways to contact us below:

  • PREFERRED CONTACT METHOD:   Logging a ticket is the preferred method for contacting the Finance Support Center.   Use this link to log a ticket:

https://eufinancesupportcenter.force.com/login?so=00D36000000JQIl.  If you need more information on opening a ticket, please reference the job aid HOW TO OPEN A TICKET.

  • New Hours: In order to execute the above objectives, the new Finance Support Center phone line hours are as follows:
    • Phone: 404.727.7000
      • Mondays| Hours 9:00 a.m. – noon  
      • Tuesday – Friday| Hours: 9:00 a.m. – noon and 1:00 p.m. – 3:00 p.m.  

We look forward to continuing to support you.

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