A521.5.8.RB_Value Narrative

“Keep it simple. Keep it customer focused”

-Becky Vasquez

Keeping it simple and customer focused is the goal of the Technology Services department at Embry-Riddle Aeronautical University’s Worldwide Headquarters. In this sector of the university, we service over 150 locations and close to 2,000 faculty and staff members (these figures do not include students). Ensuring that all the needs are met in a timely manner is critical to the success of this department. In order to guarantee good customer service multiple training opportunities are provided to all staff throughout the year. The story below depicts the newest implementation, Parature, a service that allows tickets to be made in a system to guarantee all requests are handled properly and affectively.

In 2012, Embry-Riddle Aeronautical University’s Technology Services department introduced the Blackboard Student Services ticketing tool commonly known as Parature. This ticketing service allows for all staff members to monitor their workload while still providing excellent customer service to their daily customers. Due to the heavy call and email volume from staff and faculty members, having the ability to monitor when work is received and when it is completed it crucial in monitoring customer service values. On a regular basis any staff member, particularly in the Technology Services department could receive up to 10 emails and 10 phone calls per employee all relating to a different task. It can be difficult to monitor those requests and answer the needs of the customer in a timely manner without having a proper system in place. The Parature ticketing service now allows for not only employees but their supervisors to see when a task was requested, how it was handled and when it was completed. With this system in place employees are now able to address more issues and provide a better experience with the customer. Due to the nature of the institution, having a quick turn around on both complex and routine tasks is necessary. Prior to this implementation it was difficult to monitor customer service and satisfaction but with this new tool, both the customer and service provider (employee) are satisfied. The motto of the Technology Services department is “Keep it simple. Keep it customer focused” and with this implementation, employees now feel more empowered to do just that.  

In addition to the Parature ticketing system, the Technology Services department relies heavily on the value of good customer service. This means that regardless of a system being in place the only way to execute proper customer service skills is to have multiple training opportunities for the employees of the department. Training opportunities such as mentoring and group (team building) exercises equip employees with the means in which to be successful. Unfortunately not all employees will value customer service so it is up to the supervisors to guarantee those skills are put into practice. With these practices in place the Technology Services department can continue to provide excellent customer service to their customers and set high standards and expectations for others.