Trellis Service Desk Debuts at Virtual IT Summit 2020

Oct. 28, 2020
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Last month, team members from Trellis, Support. Outreach. Success (SOS), and 24/7 IT Support showcased Trellis Service Desk to over 150 session attendees at the 8th annual and first-time-ever Virtual IT Summit 2020. The new tool offers a more seamless support experience, allowing University professionals to intake, track, and interact with constituents across multiple digital and in-person channels. Key features include: appointment setting and scheduling, virtual & in-person check-in kiosk and queue management, case management, online forms-to-case, telephony & phone-to-case, email-to-case, reporting & dashboards, in-system user/group interactions (Chatter), and many more to come.

Real case studies from SOS and 24/7 Support were shared during the virtual presentation, now available to watch on Vimeo.

Associate Director for Communications & Outreach Jenny Nihr described how the tool helped them simplify operations, save time, and respond to constituents faster. Executive Director for IT Service Management Susan Legg said having the ability to streamline support across multiple channels helped reduce customer wait times, create consistency, and reduced licensing costs associated with former digital platforms. In the future, both teams are looking forward to using the reporting capability to create more efficiencies.

To date, 7 units have been onboarded into Trellis Service Desk (all to varying levels of usage):

  1. Support. Outreach. Success (SOS)
  2. 24/7 Support Center
  3. Office of Scholarships & Financial Aid (OSFA)
  4. Office of the Registrar
  5. Study Abroad
  6. University Libraries
  7. Disabilities Resource Center (DRC)

The next groups planned for onboarding are:

  1. Veterans Education & Transition Services (VETS)
  2. Women & Gender/LGBTQ+ Resource Centers
  3. Think Tank
  4. Human Resources
  5. Department of Psychology

As Service Desk continues to be developed, the tool will be offered to additional student support units and departments across the University.

If you are interested in learning more about Trellis Service Desk or interested in adoption, contact us.