Increasing student demand and the requirement to provide streamlined access to support services are presenting new challenges. With no online support mechanic for students, Learning Services at Glasgow Caledonian turned to YouthWire, a desktop widget platform, to deliver, quantify and improve our service, enhancing communication and the delivery of multiple other university resources via a single platform.

1. Delivering Online Student Support & Service Evaluation Sonya Campbell Customer Service Development Manager Sonya.Campbell@gcal.ac.uk UCISA , March 2010

3. consultancy

5. The Base ... One-stop student services mall located in lower Saltire Centre Helping with IT, library, support service and general enquires First point of contact for careers, librarian, international advisor, funding support and disability services Team of ‘Expert generalists’

6. My challenge ... Use technology to meet student requirements Improve customer service Simply and cost effectively

7. The specifics … Requirement to provide 24/7 services No online support facility for students to contact the Base Increasing demands from students and staff Supporting the needs of placement and part time students Developing library services in a global recession Efficiency savings vs need for increased service delivery

8. The solution ...YouthWire desktop apps

10. Students can chat to Base support staff

11. Service feedback ratings

12. Faculty staff can use the platform

13. Students can connect with each other

15. Digital interaction - UP

16. Queuing - DOWN

17. Noise - DOWN

18. Customer Satisfaction - UP

19. Cost Effective

20. Next steps … how do we bring it all together and in one place ? Standardise the process Run internal marketing campaign Roll-out full suite of YouthWire Apps Build “social media” toolset Use as internal CS Index