Client Relations
What We Do
Client Relations is the focal point for IT Services' client contact and advocacy, the place clients go to build partnerships for services they need. The Client Relations group is responsible for Account Management and Service Consulting.
Account Management
The Account Managers build and maintain partnerships with clients who use the services we provide. They provide a single point of contact for those clients, help them navigate the many available services provided by the different groups in IT Services, and negotiate clear and reasonable service level agreements. Account Management also supports a liaison program that, in maintaining relationships with schools and business offices, promotes open communications as well as an understanding of their business plans and campus IT needs and requirements. For information on which Account Manager or Liaison is assigned to a particular client, see the Account Management resource page (restricted to IT Services staff).
The group's primary goal is to ensure two-way communication between IT Services and its clients. Outreach efforts help clients understand the services that can help them meet their goals. Connecting clients to the appropriate IT Services resources helps reduce confusion and provides faster solutions. Soliciting input on client needs helps IT Services to develop and refine services clients will use and from which they will benefit.
Account Management is either responsible for or participates in many of the key channels for communicating with the Stanford community about information technology in general and IT Service offerings in particular. These include:
- Team to Improve Productivity at Stanford (TIPS)
- Annual IT Open House
- New Faculty Orientation Program
- IT Services Client Satisfaction Survey
- Campus IT
- Staff to Committee on Academic Computing and Information Systems (C-ACIS)
Service Consulting
Service Consultants are subject matter experts in Stanford's voice and campus card services. The group's primary role is to serve as the bridge between clients and IT Services in design and implementation of these increasingly complex services. They work directly with clients and IT Services teams to accomplish clients' goals for communications, building access and point-of-sale transactions, both on- and off-campus.
Their portfolio of services in the communications area includes regular adds, moves and changes for telecommunications projects, coordination of client services for new building wiring and activation, building rewires, and assistance for vendors and construction sites with their service requirements. The Service Consultants also support building access and point-of-sale transaction requests using the campus card system.
In addition, in support of clients, the group performs detailed analysis, design and configuration of specialty system applications, as well as end user application documentation and design of Automated Call Distribution (ACD) Call Centers and Enhanced Call Processing (ECP) voice mail menu applications.
More Information
For more information about Client Relations, contact Nan McKenna.
