UCLA Department of Psychology: Building the Future of Higher Education
公司规模
1,000+
地区
- America
国家
- United States
产品
- Zendesk
技术栈
- Web-based Help Desk
- Trouble Ticket System
实施规模
- Departmental Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 教育
适用功能
- 商业运营
用例
- 远程协作
- 远程控制
服务
- 系统集成
- 培训
关于客户
Based in Los Angeles, California, the University of California, Los Angeles (UCLA) is one of the nine campuses of the University of California. UCLA’s Department of Psychology is one of the largest and most productive departments in the nation, boasting state-of-the-art facilities and numerous resources that provide abundant opportunities for innovative research. The renowned faculty members have received over $14 million in annual extramural funding and are acknowledged leaders in their fields. The department maintains a core help desk staff of just two employees who handle support requests from more than 200 staff, instructors, and researchers.
挑战
Like most universities, UCLA seeks to run its campus services efficiently so that it can devote more resources to teaching and research. The Department of Psychology is no exception, maintaining a core help desk staff of just two employees who handle support requests from more than 200 staff, instructors, and researchers. For years, they received support requests in a variety of ways—by email, by phone, and in person—with needs ranging from simple password requests to complex issues. It became clear that they would be more efficient with a simple trouble ticket system to track everything centrally. They also wanted a web-based help desk to avoid spending resources on internal IT.
解决方案
Zendesk was chosen for its price, convenience, and ease of use. The solution delivers numerous features while being easy to use and highly configurable. When staff report an issue, they are shown how to log the request in the help desk software, which improves user buy-in by providing better, faster responses and allowing users to track progress. Zendesk’s triggers—automatic actions that occur when certain conditions are met—consolidate discussions into a single, trackable conversation. This ensures tight communication and effective issue resolution. Additionally, Zendesk’s reports help motivate the team by showing productivity improvements, and the support from Zendesk’s staff has been prompt and effective.
运营影响
数量效益
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