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ISC Client Care Progress Report

College Hall windows, courtesy of Scott Spitzer and University Communications

Launched in October 2014, Client Care’s vision is to provide a single point of contact for ordering and requesting all ISC services and support. Client Care manages intake for a growing number of services, including PennKey, PennNet, PennNet Phone, Exchange, Zimbra, and more.

Led by Amy Phillips, the Client Care team aims to continuously improve the service and support we provide. The next phase of Client Care will see many changes, but our transformation is already underway: 
  • We are expanding the range of services we support. We recently added intake support for questions regarding ISC Billing. Our next step is to evaluate our Data Center help desk activities in preparation for integration with Client Care. We are also committed to consolidating four additional ISC intake points into the Client Care model during this fiscal year.
  • We are concentrating on staff training and knowledge-building, improving our “resolved at first contact” metrics. Specific areas of focus include Penn0365 email/calendaring, Zimbra, Exchange, BEN printers, and Information Security phishing support.
  • We re-aligned Client Care staff to provide focused support and ensure effective management. We have three new managers, each dedicated to a specific service delivery area:
    • Andre Harris – incident management, trouble tickets, and general service support
    • Beth Logan – fulfillment and ordering services
    • Ian Kelley – client technologies, desktop, and mobile support
  • We need your help to keep improving! Beginning this month, Client Care will conduct brief client satisfaction surveys among a random selection of clients. We look forward to receiving your valuable feedback.
As always, if you’re not sure where to access any ISC service, remember to contact Client Care first.