April 5, 2017
Whether on a bike or at work, CSS IT’s Eric Avila always goes the distance. So it was no surprise that when Avila found a problem, he followed it all the way to the finish line.
CSS IT maintains an inventory of standard computers and equipment. To save customers time and effort, orders are handled from start to finish including the BearBuy portion. Avila noticed a pattern of inaccurate ticket information from clients and CSS IT zone technicians that caused a lot of lost time in relaying information.
Puzzled by this persistent problem, Avila turned to the data and concluded that the CSS website was the clear choice to get better details to customers and CSS IT’s own technicians. (The IT pages had few visitors because the information wasn’t clearly outlined.)
Avila researched solutions, and began experimenting with ideas for a product catalog. He had four metrics in mind:
- Look and feel
- Ease of set up
- Sustainability and maintenance
- Room to grow
For Avila, testing the various options and learning how to use them was “a fun way to gain new skills.” He also had multiple meetings with his team and other key stakeholders to gather feedback that would improve the end result.
In collaboration with the CSS communications team, the IT Equipment Catalog was launched in January, and soon became one of the top ten places customers look for information on the CSS website. According to Kyle Pope, Deputy Director, CSS IT, “Eric did a great job of taking information that was unclear to our customers and translating it into English.”
Although he still has more ideas for expanding the catalog, Avila says, “Just launching it was a success, and helping our campus customers and teams be better informed by providing the resources and education was crossing the finish line.”
For a behind the scenes look at delivery in action, watch this video!