by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program ChangeGear Improvements We launched improved communications to our end users and a customer satisfaction survey. Other improvements include a more user-friendly website, http://itsupport.houstonmethodist.org, where end users can enter...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Better Communication with Our Customers on Open Tickets Updated auto-generated emails We’ve revamped the emails ChangeGear automatically generates and sends to customers throughout the ticket lifecycle. These emails include a link to...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Survey – Measuring Customer Satisfaction When a ticket is closed, the last auto-generated email includes a survey link, giving us insight into the customer’s immediate reaction to the experience. This will help us improve our...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Requeuing Tickets Ensure New Team Is Notified – Here’s How In addition to the improved customer notification emails, the ticket ID link is no longer included in the email header. We have also retired the owner-changed...
by jsalwais@houstonmethodist.org | Sep 22, 2021 | Uncategorized
IT Service Transformation Program Incident Management: Don’t Wait to Escalate If you see something, say something When there’s an issue with one of your applications or systems, submit an Incident Report through BC in the Cloud (BCIC), regardless of how you...
