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| Finance Solution Center Successes |
Contributed by Joey Carls
We recently celebrated two years since the launch of the UVAFinance Solution Center as the first point of contact for those seeking support with finance systems and policies.
Amongst our great successes are the people who have been on the other end of your emails and phone calls. The team has had five agents who have been promoted to other positions in the UVAFinance organization and now bring their service experience to you in different capacities. Most recently, Dawn Wood was promoted to Senior Service Experience Associate and will be assisting with the knowledge base for our team as well as monitoring stalled cases. We expect this will enhance your experience with the Solution Center. The team has taken great pride in supporting our community and I hope you will share in our celebration of their accomplishments.
We are also pleased to share with you that the team is currently tracking toward a 50% handling rate of all incoming cases without escalation to functional teams. The growth and development of the team has enabled more prompt, reliable, and accurate responses, albeit there is always more work we can do. This year’s launch of the customer portal has also been a success with nearly 200 users subscribed. And our customer satisfaction scores have trended more positively in 2024 with monthly averages exceeding 4.4 out of 5 for service, resolution, and overall satisfaction.
Moving forward, we are looking at chatbot options to provide our community with automated support when we cannot be available. Please continue to provide feedback via your customer service surveys, emails to AskFinance@virginia.edu, or engagements with Angela Knobloch and Joey Carls. We are always happy to hear from you!
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