GSSP seeing success in customer service model

Since adopting a new customer service model utilizing Salesforce, an Auto-Caller Distribution (ACD) phone line, and five new Customer Relations Representatives in the fall of 2014, the Graduate Student Services and Progress (GSSP) office has been able to make a positive difference in students’ lives by improving form tracking, maintaining response times by using Salesforce statistics for proactive scheduling and project prioritization, and keeping better customer interaction records to investigate and resolve errors. The new model has helped to spread out work more equitably and allows the team to provide better back-up coverage during meetings and absences. The tiered model has also added value to student interactions by providing faster responses for general questions and added context for questions that are routed to the second tier of support. GSSP will continue to utilize statistics and trends from Salesforce data to inform process improvements that will ultimately benefit students, faculty, and staff.