Unified Service Desk Strategy
Objective
Delight and awe by creating a single public face of the institution. How? By uniting disparate service organizations through shared passion and process.
Why it Works?
Digging deep into the ethos of your service culture and bringing it to life through customized workflow design, key performance indicators, staffing, service levels, etc.
What Makes it Cool?
Simplifying some of the most frustrating processes related to financial aid, enrollment, and tech support is not only gratifying—it can save your administration serious money. Did someone say hero?
On-Site Service Desk Staffing Solutions
Objective
Find the right people to help achieve your short and long-term service objectives.
Why it Works?
By capitalizing on the services areas where you rock and partnering in areas where you need backup, your entire service organization can really sing.
What Makes it Cool?
Let's face it, hiring and retaining the right service desk team can be a huge challenge even on a good day.
Customer Service Strategy Development
Objective
Develop a holistic strategy for wowing your students, faculty, and staff every day—without bankrupting the endowment or requiring a bond referendum.
Why it Works?
This engagement leverages the collective wisdom of Presidium's 700+ higher education clients to help you build a service approach to that reflects industry best practices and your innate strengths.
What Makes it Cool?
Mixing your Customer Service secret sauce with 700+ education power-houses? Stand back—this is potent stuff.
Knowledge Management and Deployment
Objective
Capture all that critical information currently stored in your help-desk team's heads or on sticky notes. Develop a knowledge sharing process that makes staff morale sky-rocket AND improves the quality and consistency of service.
Why it Works?
Combining process with your institutional knowledge. Voila—change management, knowledge base, communication improvements and more.
What Makes it Cool?
A mind is a terrible thing to waste... imagine how much brain power you can harness with a consistent, codified knowledge management strategy and system?