{"id":9245,"date":"2018-07-24T14:00:08","date_gmt":"2018-07-24T18:00:08","guid":{"rendered":"https:\/\/michigan.it.umich.edu\/news\/?p=9245"},"modified":"2024-07-08T06:05:50","modified_gmt":"2024-07-08T10:05:50","slug":"hits-uses-data-to-improve-customer-service-and-communication","status":"publish","type":"post","link":"https:\/\/michigan.it.umich.edu\/news\/2018\/07\/24\/hits-uses-data-to-improve-customer-service-and-communication\/","title":{"rendered":"HITS uses data to improve customer service and communication"},"content":{"rendered":"
\"HITS

(HITS)<\/p><\/div>\n

Each year, HITS <\/span>receives more than 265,000 service <\/span>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 data, ultimately, to improve the customer experience.<\/span><\/p>\n

\u201cIn the past, IT customer service was largely a black box. There wasn\u2019t enough transparency for customers to track the status of their requests or the tools to allow them to find solutions on their own,\u201d said Erik Zempel, HITS senior manager, Service Management. \u201cWe needed a measurable way to mature our service delivery\u2014a system to change how we get things done\u2014while establishing confidence in HITS.\u201d<\/span><\/p>\n

New tool. New insights.<\/b><\/h1>\n

In August 2017, HITS introduced a common platform called ServiceNow, which enables<\/span> customers to submit requests for help, browse a catalog of service offerings, and track the status of their requests in detail. The new tool also gives HITS the ability to <\/span>improve intake, tracking, communication, and follow-up across all types of work.<\/span><\/p>\n

\u201cWe live in a data-centric world. Success requires collecting, assessing, and acting on real-time customer data,\u201d<\/span> Zempel said. \u201cBy giving our <\/span>teams these insights and capabilities, we are <\/span>establishing a systematic way of handling issues, supporting operations, and informing improvement efforts built around common use of data.\u201d<\/span><\/p>\n

Measurements in real time<\/b><\/h1>\n

The HITS Device Operations team recently used data from ServiceNow to uncover and address areas for improvement.<\/span><\/p>\n

\u201cIt used to be time consuming to get just a basic level of data. Our manual reports didn\u2019t provide much detail beyond how many tickets we had and how many we had resolved,\u201d <\/span>said Aaron Gramling, HITS director, Architecture & Operations Management. \u201c<\/span>We can now see our predicted backlog and capacity in real time and measure trends in customer satisfaction, resolution time, and rework. This allows us to pinpoint the actions that work under specific conditions. Our teams can use the information to improve their processes, make resource allocation decisions more effectively, and, ultimately, provide a better experience for our customers.\u201d<\/span><\/p>\n

\u201cBacklogs are decreasing, we\u2019re getting to issues faster, and we\u2019re able to measure that progress<\/span>.\u201d
\n\u2014Aaron Gramling<\/p><\/blockquote><\/div>\n

Over a three-month period, Gramling\u2019s team decreased the number of incidents reopened for incomplete or incorrect work by 22 percent and reduced the average time to resolve an incident by nearly three days.<\/span><\/p>\n

\u201cBacklogs are decreasing, we\u2019re getting to issues faster, and we\u2019re able to measure that progress,\u201d Gramling said. \u201cWe\u2019re also hearing a lot of positive feedback from our customers as to how we were able to address their concerns.\u201d<\/span><\/p>\n

Coming together to improve<\/b><\/h1>\n

Zempel said this transformation couldn\u2019t have occurred without strong engagement from HITS staff.<\/span><\/p>\n

\u201cOur success is entirely due to the people who participated in the change. We had a fantastic team implementing and managing the ServiceNow platform and a vocal, passionate stakeholder community. Everyone in HITS had to learn this new tool and navigate an extremely complex organizational change. It wasn\u2019t without its challenges, but we found that HITS staff were extremely adaptable and responded to the call when asked.\u201d \u00a0\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

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\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":28,"featured_media":9246,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","_umich_oidc_access":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_ef_editorial_meta_date_first-draft-date":"","_ef_editorial_meta_paragraph_assignment":"","_ef_editorial_meta_checkbox_needs-photo":"","_ef_editorial_meta_number_word-count":"","footnotes":""},"categories":[4],"tags":[275,43,176,353],"class_list":["post-9245","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-features","tag-crm","tag-data","tag-hits","tag-service-management"],"uagb_featured_image_src":{"full":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532706677827.jpg",600,467,false],"thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-125x97.jpg",125,97,true],"medium":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-257x200.jpg",257,200,true],"medium_large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-768x598.jpg",665,518,true],"large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-700x545.jpg",600,467,true],"1536x1536":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532706677827.jpg",600,467,false],"2048x2048":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532706677827.jpg",600,467,false],"excerpt-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-200x140.jpg",200,140,true],"themonic-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-60x42.jpg",60,42,true],"ioslider-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-658x300.jpg",658,300,true],"post-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532454407484-665x518.jpg",665,518,true],"400x250-crop":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2018\/07\/DSC_3046-e1532706677827.jpg",321,250,false]},"uagb_author_info":{"display_name":"Heather Kipp, HITS Communications","author_link":"https:\/\/michigan.it.umich.edu\/news\/author\/hengeshl\/"},"uagb_comment_info":0,"uagb_excerpt":"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…","_links":{"self":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/9245","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/comments?post=9245"}],"version-history":[{"count":14,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/9245\/revisions"}],"predecessor-version":[{"id":9809,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/9245\/revisions\/9809"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media\/9246"}],"wp:attachment":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media?parent=9245"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/categories?post=9245"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/tags?post=9245"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}