Jarrod Sandel talks customer experience improvements on MM Headlines 'The Wrap' Podcast

01/24/2020
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Jarrod Sandel from HITS was recently interviewed on Michigan Medicine Headlines weekly employee podcast The Wrap. Listen in to see how HITS is making it easier than ever to get IT support.

Jarrod Sandel from HITS was featured in the most recent Michigan Medicine weekly employee podcast The Warp where he shared some of the ways HITS is improving the IT support experience. HITS is excited to introduce chat support, Help Me Now online scheduling and check-in, and improvements to the Service Catalog.

Introducing Chat Support

After high demand from our customers, HITS is implementing new features and improvements such as chat support and Help Me Now online check-in to the Service Portal.

The new chat feature will let customers skip the call queue and chat directly with a HITS associate.

Chat support will be open Monday through Friday from 8 am to 4 pm, excluding U-M Holidays, and is open to anyone with a Level 2 password.

Customers can access chat by clicking on the "Chat with Us" icon on the Service Portal or, if they are on a Windows device, clicking on the Windows logo at the bottom left of the screen and selecting "HITS Chat Support" at the top of the programs list.

Skip the Line with Help Me Now Online Check-in

For customers who want to visit one of our three Help Me Now locations, they are now able to schedule an appointment and skip the wait line. Customers can check-in online or see how long the line is at each location 

North Campus Research Complex (HMN@NCRC)

Taubman Health Sciences Library (HMN@THSL)

  • Where:  THSL Room 4020(across from the Cafe next to the main entrance)

  • When:  Monday - Friday 8am - 5pm

Towsley Center for Continuing Medical Education (HMN@Towsley)

  • Where: Towsley Center, G2413 (near the UH cafeteria, South from the Fork statue about 100 feet)

  • When:  Monday - Friday 8am - 5pm

Improvements to Service Catalog

Through analyzing customer feedback, user-experience testing, and interviews, HITS has made substantial improvements to the Service Portal and Service Catalog. Both now feature a guided tour which walks first-time visitors through the new features and what they can be used for. Categories in the Service Catalog, which is used to request popular products and services, have been changed to make it easier for customers to find what they are looking for. The Service Catalog also now has improved search functionality.

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