AskIT improves customer service rating

In just six months, UAB IT has improved its customer service rating from a 0.4 to at least a 2.2, according to HDI, an industry-leading customer service consultant. 

Since summer 2016, UAB IT has made improvements in the AskIT help desk a main priority — with UAB IT leadership, including Vice President and CIO Dr. Curt Carver, taking time answering phone calls from students, faculty and staff.

New training, standard knowledge sharing and process improvements have helped AskIT's technicians deliver a more consistent customer experience for the UAB campus community.

"We've really been pleased to see these changes coming through," said Karen Buckner, director of operations for the School of Nursing's Dean's Office.

And improvement plans don't stop there.

"We're strategically working to better analyze and track the types of issues our customers are having so that we can develop better processes and improve our system so you don't even need to call us because we've already identified the trend," said Jason Johnson, associate director for AskIT.

"Our goal is to solve your problems quickly, so that you can get back to work and get back to changing the world," Carver said.
Last modified on May 01, 2017