Improving Customer Service at the ARL MSRC
Abstract
The ARL MSRC has conducted a major overhaul of its customer service process in order to better support our customer community. Users were asked what changes they would like to see and an outside consultant was brought in to take a fresh look at our customer service approach. A new methodology for providing customer service was designed to overcome known deficiencies in the previous system as well as incorporate the inputs from our users and the consultant. We purchased new hardware (a Sun Fire V100) and software (Remedy 5.1 Help Desk) to implement our new customer service methodology. Our consultant advised us on how to configure and use Remedy to our best advantage. We configured Remedy with many features to allow the staff to take direct ownership of a user problem report, track recurring questions, and follow the tickets through until an acceptable solution has been found. One major change is that now the majority of the staff is using Remedy instead of just the front-line Help Desk. The consultant motivated the staff on the importance of providing quality customer service.
Document Details
- Document Type
- Technical Report
- Publication Date
- Jun 01, 2004
- Accession Number
- ADP023861
Entities
People
- Randy N. Schauer
- Steven R. Thompson
Organizations
- United States Army Research Laboratory