February customer success updates

Oklahoma Office of Management and Enterprise Services sent this bulletin at 02/21/2023 09:00 AM CST

February Customer Success updates

The Customer Success team is continuously updating and improving service delivery. Our team is working hard to make sure we can provide every service necessary from within. We are now closing more cases than NTT. Customer Success will continue down this path to provide the best service. Check out our latest accomplishments below.

We completed a record number of cases.

Last month our PC support team closed 2,282 cases, the highest amount of cases ever.

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We are improving our provisioning resolution time.

In January the average provisioning resolution time was 12 hours and 50 minutes – that’s more than a 50% reduction in four months!

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We continue to increase our staff.

Overall, we have hired 73 new employees.
Our staff continues to build. In the next two months we expect to have a total of 94 PC Support employees.

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Benefits of using our self-service support portal include:

Online issue and request submission.
- If you haven’t visited the customer portal yet, check out this quick overview video.
- View troubleshooting, installation and process steps for common technology tools.
Service catalog.
- Check out a quick list of our most requested services. Your completed form will automatically route to the technology team to fulfill the request.
Chat support:
- Find answers to questions or issues quickly. Live chat with one of our Service Desk technicians. View the chat support overview video to get started.

We appreciate your patience and collaboration as we continue to strengthen the Customer Success team and improve our service delivery. Stay tuned for next month’s update.

Aleta Seaman | Senior Director of Customer Success and IT Operations

Information Services | Office of Management and Enterprise Services

SUPPORT PORTAL | CHAT SUPPORT | EMAIL servicedesk@omes.ok.gov

PHONE 405-521-2444 or 866-521-2444.

State of Oklahoma • Office of Management and Enterprise Services • 2401 N. Lincoln Blvd., Oklahoma City, OK 73105
oklahoma.gov/omes

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