Contributed by Joey Carls
The Finance Solution Center launched askfinance@virginia.edu on Monday, March 14. We are already seeing the benefits of a central point of contact for support requests and have responded to over 180 user requests for support. Over the past two weeks, we have seen a 14.5% increase in cases originating with the User Success Team, and that percentage will continue to grow as we refine and expand our catalog of services.
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Over the next few weeks, you will begin hearing from a number of new user success agents when emailing askfinance@virginia.edu: Dawn Wood, Teri Bowen, Carrie Crosby, and Rasha Ahmad. We look forward to more robust introductions of each of them as the team becomes more established. This customer-oriented, enthusiastic team will no doubt serve as excellent ambassadors for UVAFinance. A special shout out to Anders Coe who has graciously supported our transition as we started the onboarding process for user success agents.
A priority as we move through the next few weeks will be the continued expansion and refinement of our tier 1 service catalog and consolidation of e-mail pathways for user support. By the end of next week, we will have reduced the number of inbound e-mail addresses for finance support by 10 which will greatly reduce confusion among users when seeking assistance. We look forward to working with our partners across UVAFinance to continue this great work and enhance the level of support received by our users across the University and externally.
We are excited about the work ahead of us and look forward to working closely with you!
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