HITS upgrades support for telephone-related services; asks customers to click, not call


Michigan Medicine customers who have phone-related issues or requests should visit michmed.org/voice and should no longer call AT&T

What’s happening?

HITS is improving the way it handles phone-related issues and requests by partnering with a new vendor (Optanix) that will be helping with service requests, and by offering a new, online resource –  michmed.org/voice – that provides a more convenient way to access help with nearly any phone-related need, including corded and cordless telephones, voicemail, Jabber (softphone), analog and fax lines, and more.

In conjunction, Michigan Medicine staff can also expect to see Optanix team members visiting their work areas to troubleshoot or perform phone-related work. (Optanix staff will wear red “contractor” badges.)

Customers should "click," not call

Customers should no longer call AT&T for telephone-related issues or requests. Instead, by visiting michmed.org/voice, they can choose from among a dozen customized forms that will automatically generate a “help” ticket that gets quickly routed to the correct service team.

Simpler = better, faster service

This upgrade aims to make getting help with telephone-related issues easier, while reducing service wait-times by streamlining how requests are handled, says Chuck Singer, Director of the HITS Enterprise Network and Communication Services team.

“Previously, we often didn’t get all the information on the first pass, so valuable time was lost going back-and-forth between the customer, and various service teams,” says Singer. “Our new method is designed to capture all the key information that’s required up front, simplifying and expediting service.”

“Likewise, there were multiple ways to request help, which could sometimes cause confusion,” says Singer. “Now, we’re pleased to offer a more convenient ‘one stop’ experience – so all customers need to remember (and do) is visit michmed.org/voice.”

HITS working to improve customer experience

This upgrade is just the latest in an ongoing series of efforts HITS is making to better serve Michigan Medicine faculty, staff, and students. Recent improvements include making Live Chat and Virtual Agent support available on the Michigan Medicine Help Center, making more self-help resources available, and introducing a new Microsoft 365 digital workspace.

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