If you’ve been to anything Disney, you know there’s an entire culture around visitors being treated as guests. If you’ve shopped at Nordstrom’s or Williams-Sonoma, both hallmarks of customer service, the focus on understanding customers and making spaces inviting is paramount to what they do. You don’t just buy a product, you have an overall experience.
With that thought in mind, the Web team is implementing a more robust way to collect your issues and requests.
Several months ago I wrote about the process for submitting requests. The process isn’t changing very much. We prefer you still submit a Web Request. You can find the link in the footer of every page on the UTC website.
What will change is what happens next….
We’ve converted the former web form into a web portal powered by the Jira Service Desk and Atlassian. When you create an account with your UTC email address and a password of your choosing, you’ll be able to go straight to the UTC Web Help Center.
Once in the portal, choose the item that most closely reflects your request or issue (you have 11 to choose from). For example, maybe you have some changes that need to be made on your webpage. You would select Page Development and the request form would appear.
Fill out the form with the information you can provide about your request, similar to the way requests were submitted before. You can attach photos to use, add the URL to the webpage you would like changes made to, give us a due date, then click on Send to enter the request in the system. You’ll receive an acknowledgement email indicating you have successfully submitted the request and we’ll be in contact.
Once the ticket is open, questions and answers can go back and forth in the same thread so all the information for your request is in one place—for your convenience and for the follow-up by the Web team.
Why are we doing this? The answer is simple:
We’ve made these improvements to serve you better (quicker and more accurately). The new portal will allow us to do a better job of keeping information in one place, assign tickets to Web team members and provide monthly reporting to management.
It’s all about making sure we exceed your expectations of working with the Web team. You are our guest and we want you to put our service to the test.