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’CuseCare

’CuseCare. Win. Win. Win. Jonathan Wright Syracuse University Student Services. SU IS. - Size and Tuition. - Primarily Residential in Nature. - Geographic Location. - ITS Relationships. - Caveats. CuseCare Is. Warranty Hardware Repair Service on

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’CuseCare

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  1. ’CuseCare Win Win Win Jonathan Wright Syracuse University Student Services

  2. SU IS - Size and Tuition - Primarily Residential in Nature - Geographic Location - ITS Relationships - Caveats

  3. CuseCare Is • Warranty Hardware Repair Service on • Dell & Apple Computers Sold through • the SU Bookstore - How Many ? (Intended for students) - General Turnaround Time? - Funding

  4. CuseCare Premise To promote the concept that colleges and universities can better serve the computing needs of their student population by teaming up with their bookstore sales department and the manufacturers sold there.

  5. Pre- CuseCare Issues - Technicians entering residence halls - U.R.P. - Scheduling Appointments - Mom and Pop - Expectations

  6. Program Evolution - Evolved from relationship with bookstore - Increased laptop usage and colleges and schools branding and imaging lead to an SU image. - Virus/Worm outbreak in 2003 which forced us to require a/v software on a laptop we knew was configured for our support - The offer to provide funding by the bookstore sales to cover certification, spare parts, administrative overhead, and personnel.

  7. Bookstore Win - Selling Points 4 year Accidental Damage Warranty (Dell) ”Willing Parnters” “I.T.S. approved” “On Campus Repair” Servicability 3 year Defect Warranty (Apple) Peace of Mind - Happy to help

  8. IT Support Wins - Easier to support a common platform(s) - Imaging is much faster - Stock common parts • Faster turnaround of broken machines • Requiring less storage space • Vendor certification – Re-imbursement • Access to broader technical support

  9. Student Wins - Shorter turnaround time for repairs • Knowledgeable technicians to perform • “user” replaceable part

  10. Student Wins - Shorter turnaround time for repairs • Knowledgeable technicians to perform • “user” replaceable part • One stop diagnosis and fix without student • having to do any of the work However…. • Lower price point for purchases with a • 4 yr warranty • Parental Peace of Mind

  11. SUMetrics • Number of student employees at drop-off • locations - Personnel Resources - Number of repairs per semester/year - Average turnaround time - Top 3 repairs

  12. Challenges - Funding model • Bookstore desires to offer a larger • more diverse product line - Parade Magazine Flyer - Advertisement and consolidated Mailings

  13. CuseCare Future - Academic units, Bookstore, and ITS work to determine new models - Bookstore and ITS create SU image - Advertise Selected Models to incoming class - Put certified staff in the drop off center(s)

  14. CuseCare Service Model - Client drops locations - Laptop is tested for hardware/software failures by Student consultants. Hardware problems escalated to CuseCare. - Laptop is transported to repair center - repaired by Dell & Apple certified technicians. - Returned to drop off center - Student claims repaired laptop.

  15. Questions ?

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