“It’s great to see that well-known corporate business partners are looking to us as a model on how to do business.” – Sean Bossinger
On Wed, Nov 1, User Services hosted Northwestern Mutual (NM) to share best practices in walk-in help desk service & support. NM is a member of the UW E-business Consortium, and through this relationship they heard about the great services that the Help Desk and Tech Store provide to our customers. NM is considering implementing similar walk-in help desk services and wanted to see how User Services has shaped the customer experience.
Three members from Northwestern Mutual’s IT staff made the trip: Jim King (Director), Jeremy Lewandowski (Manager), and Daniel Casey (Experience Lead). They toured the Tech Stores at Dayton and East Campus Mall, as well as the Level 1 Help Desk. They took special note of our use of mounted displays and marketing materials for both internal and external purposes.
They engaged us in conversations covering everything from implementation, daily operations, modes of communication, ticketing, documentation, and the overall customer experience. They’re planning to adopt Cherwell 2018, and were excited to see how we’re using it. They even mentioned wanting to shift to hiring for customer service skills and training for tech skills.
Sean Bossinger, Abrianna Barca, Chris Grosspietsch, Leah Scheide, Bret Vlach, Karl Weirauch, and Patrick Johnson all participated in the conversations with NM. To round out the day, NM generously paid for lunch at Jordan’s Big 10 Pub.
The visit with NM went really well, and by the end of the visit, Jim, Jeremy, and Dan were extending an invitation to us to come and visit their operations after they’ve implemented their walk-in help desk solution in the spring.
“We will be [following up with] Northwestern Mutual to set up a time for us to visit with them at their new facilities in downtown Milwaukee.” – Sean Bossinger