Questions about which ISP vendor to use are common. C ustomers who travel voice concern about their ability to gain access to university specific and restricted sources such as library databases and departmental servers. Others lament that they have to pay long distance rate to connect to the Emory network. A survey of customer needs show that the most heavily used resources are web, telnet sessions, purchasing applications, e-mail, ma inframe, library databases and departmental servers. The call center is failing to maintain adequate record keeping methods to chronicle the history of customer problems and as a result, the link that would enable support members to fully understanding a customer's case history is broken.
Staff is no t regularly checking customers to see if they have previously sought help.
Having a case history on customers would, in some instances, enable support personnel to solve chronic problems for some clients. There is an essential flaw in our habit of using campus phone lines to test equipment for customers. While this is adequate for verifying configurations and modems, it does not afford us a true result since the campus lines go directly to the telephone switch rather than through a BellSouth switching station. In addition, Emory phone lines are digital, which precludes an analog to digital conversion. Finally, customer expectation is key to our mission.