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# Customer service management team works to elevate user experience, customer outcomes

By Kathleen Hausknecht, DLA Logistics Operations

                FORT BELVOIR, Va.  –              
The Defense Logistics Agency’s customer service management team shared expectations about new ServiceNow features that will help enhance users’ experience and improve customer support during a July 17 meeting in Battle Creek, Michigan.

The configurable workspace feature is expected to go live mid-August and will allow users to have multiple tabs open in one screen as they perform research to provide answers for customers.

                240717-D-D0441-0003                            DLA’s customer service management team gathered in Battle Creek, Michigan, July 17, 2024, to pursue work on new CSM capabilities. Team members included Sly Ahn, DLA Customer Support Division director and his team from Fort Belvoir, Va.; Jessica Thomas, DLA portfolio manager for DLA Information Operations, and her team, customer service employees from Battle Creek; and leadership teams from Accenture and ServiceNow. Photo by Jace Armstrong, DLA Information Operations            SHARE IMAGE:Download ImageImage DetailsPhoto By: Jace ArmstrongVIRIN: 240717-D-D0441-0003Another feature of the system is the mobile app version, which is designed to improve data collection and analysis for customer-facing employees. It will allow customer account specialists, warfighter support representatives and customer support representatives to add information on customer interactions for a more inclusive picture of customers issues. Data could also be analyzed to see if certain issues are central to single locations or services. The initiative aligns with DLA Director Lt. Gen. Mark Simerly’s strategy to move toward more data-driven decision-making processes.

Mike Church, DLA Information Operations CSM program manager, held the collaborative effort to facilitate candid discussions and feedback on ServiceNow capabilities. 

“While the current effort is on the internal user, the bigger goal is to focus on the external customer,” said Sly Ahn, DLA Logistics Operations’ customer support director. “We want to automate everything as much as possible and make it easier for the customer to help themselves.”

                240717-D-D0441-0002                            Mike Church, DLA Information Operations’ customer service management program manager, facilitated a CSM meeting on July 17, 2024, in Battle Creek, Michigan.  Photo by Jace Armstrong, DLA Information Operations            SHARE IMAGE:Download ImageImage DetailsPhoto By: Jace ArmstrongVIRIN: 240717-D-D0441-0002Members of the CSM team were able to listen to various calls received by CIC agents who operate from Battle Creek and learned more about how the agents perform their duties.

The CSM team’s goal is to provide customers a single entry point for resolving questions like “Where’s my stuff?” Systems like WebFLIS require extra steps such as AMPS registration and monthly logins to maintain access to account data. 

“It’s all about helping our customers to help themselves,” said Shannon Calhoun, DLA Logistics Operations’ customer support deputy director, referring to agency’s warfighter focus.

For more information about CSM and the release of new features visit DLA’s customer service management webpage.

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ServiceNowcustomer serviceCustomer Support RepresentativeWarfighter Support Representativecustomer account specialistCICCustomer Interaction Center