The IT Service Management Office (ITSMO) is using Google Analytics to track customer ServiceNow Service Portal usage, and they like the results so far. To improve the customer’s experience of using ServiceNow (SN), the ITSMO team added direct links to the automated emails that go out to users who use the system. In the past, these […]
Emory University’s LITS Customer Services department has been recognized by the American Business Awards as the winner of the 2018 Customer Service Department of the Year. The American Business Awards (https://stevieawards.com/aba) are widely considered the premier business awards in the nation. Past Customer Service award recipients have included well-known and customer-focused companies and brands such as […]
Last year, the LITS Customer Services group had a requirement from leadership to determine the current levels of customer satisfaction across its customer base. Customer Services consists of three main departments: University Service Desk (about 30K customers – made up of faculty/staff) Client Services (application and desktop support for 3,000-4,000 workstations in administrative areas around […]
James Leonard comes to Emory as the director of the newly formed Customer Services area for LITS. He previously served for four years as the director of support for the Nomi Corporation in Norcross, GA, where he led a specialized global support team for a provider of retail traffic analytics solutions. James also was the founder of Cloverture, LLC in […]