Tag Archives: CRM

RideAlongs offer insights into ITS’s laser focus on service excellence

The Service Center (SC) RideAlong program started May 2018 and has since hosted almost 40 ITS staff members. Each four-hour ride along shift pairs a SC staff member with an ITS staffer who works outside of the center. The program builds awareness and appreciation among ITS staff members for the quality of the Service Center’s work. These experiences… Read More »

HITS uses data to improve customer service and communication

Each year, HITS receives more than 265,000 service tickets from the Michigan Medicine community requesting help with password resets, new device orders, video conferencing, software installations, and much more. Until recently, tickets were collected in two systems, making it difficult for HITS to obtain a holistic view of the types of requests coming in and to use that… Read More »

HITS lends a hand to successful Patient Experience Expo 2018

Michigan Medicine recently hosted a week-long celebration of patients and their families. A number of events throughout the week brought together faculty, staff, students, patients, and their families to honor, discuss, and engage in all aspects of the patient experience. The Patient Experience Expo, held on April 24, was especially festive, and HITS was there to join in… Read More »

Integrating events with Drupal and Salesforce

UM-Dearborn’s Web Services team recently partnered with a cross-functional, cross-campus team to integrate Salesforce/TargetX and Drupal to promote Undergraduate and Graduate Admissions events on the new campus calendar. In late 2017, the team introduced a new events calendar using the campus-wide Drupal content management system. The calendar is refreshed and modern, featuring a responsive design, filterable search, and… Read More »