Updates from the UVAFinance Solution Center

 Contributed by Joey Carls

It has been six months since the launch of the UVAFinance Solution Center and we are excited to share that we have supported our community with over 17,000 cases. We appreciate the patience and grace you have given us during our early days and as we launched Workday Financials.

Here are a few highlights since the launch of Workday Financials:

• In July and August, the solution center was handling an average of 840 cases per week. During the months of September and October, the average has fallen to 670 cases per week.
• The average first-response time for new cases to AskFinance was approximately 42 hours in both July and August, improving to 9 hours in October. Relatedly, the team is now meeting their same-day response target 71% of the time, up from 51% in September and 31% in August.
• Knowledge transfer continues between functional areas and the user success team resulting in a 3% increase in cases closed without escalation since July.
• The average response time for escalated cases has improved significantly since launch with most cases now receiving a response from the functional team within 24 hours after escalation.
• The majority of cases opened since launch have been related to payables (34%), expense (16%), and procurement (11%) with other areas of UVAFinance making up a smaller percentage of volume.

The Finance Solution Center also welcomed Ben Tolson to the User Success Team. Alongside Rasha Ahmad, Teri Bowen, and Dawn Wood, he will provide front-line support to our community and external partners.

As we have supported you these past months, we have encountered several questions that you may benefit from having answered. It is our hope that sharing this information with you will allow you to have an improved and expedient support experience with UVAFinance.

What happens after I send a case to AskFinance? 

Following the submission of a case to askfinance@virginia.edu, you will be sent an automated message with your case number. You may respond to this email to follow up or provide additional details on your case so we encourage you to hold it until your case is resolved. The user success team will work with you to gather additional details and/or resolve your question or issue. Complex cases beyond their scope of knowledge will be escalated and you will be notified at that time. UVAFinance functional teams will see your case to resolution at which time your case will be closed generating a satisfaction survey.

How do I flag my issue for a specific person in UVAFinance?

If you have already contacted someone in UVAFinance about an issue you are experiencing and wish for your case to be directed to them, please note that in the body of your initial email to AskFinance. Please do not add individuals to the CC and BCC lines of your email, as this creates case duplication and ultimately slows our response times.

When can I expect a response from UVAFinance?

The user success team strives for a same-day response to inquiries received before 4pm, Monday-Friday, and aims to resolve or escalate cases within two business days. Case volume and complexity may create some variation in response times, particularly after a case is escalated. If you desire a status update, you may use the methods above to follow up.

How can I get my issue resolved or escalated more efficiently?

Part of the user success agent’s role is information collection and troubleshooting which at times may delay an expedient resolution. Providing as much detail as possible about the specific issue(s) you are experiencing, including the worktags you are using and any resources you have already referenced to aid you in the transaction, and attaching images or other pertinent documents will allow us to serve you more efficiently.

What is the best method to follow up or provide additional details on my support case?

You may follow up on your case via email or phone call. Email follow-ups should be sent in response to the autoreply generated when you submitted your case or the last related message from UVAFinance. Please note that if you have escalated the case, this message will be received by the current owner of your support case, not the user success agent who originally responded. Alternatively, you may call the solution center at 434-924-3400 to be connected with a user success agent, who can report on the case progress, gather any additional details from you, and handle appropriate follow-ups with the professional working on your case.

My case was closed by UVAFinance but I did not receive a response or the response I needed. How should I proceed?

If your case is closed unexpectedly or you received a solution that did not fully resolve your issue, please do not respond to the survey email. Rather, find the original autoreply for your case or the last related email you received and send a reply noting your concern with the case closure. Your case will reopen with the professional who closed the case.

How can I provide feedback on my experience?

Once your case is resolved, you will receive an email that includes a brief survey about your experience with the solution center. We strongly encourage you to complete this survey and urge you to share written comments regarding your experience. We welcome your acknowledgment of individuals just as much as we welcome your constructive criticism. You may also provide feedback by emailing Joey Carls, our User Success Manager at jcarls@virginia.edu.

In the weeks and months ahead, our team will continue working closely with functional leads on knowledge transfer and refinement of our service model. We are eager to improve and enhance your service experience moving forward.