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Understanding Walk-up Experience

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Understanding Walk-up Experience

Walk-up Experience enables your IT organization to set up a contact channel to support both online check-in and onsite check-in to a pre-established walk-up service center.

What is Walk-up Experience?

Walk-up Experience aims to delight users and significantly improve their IT-experience satisfaction, as well as increase employee productivity. Employees and business guests can get real-time, in-person help with their IT issues and equipment requests. Walk-up service centers specialize in supporting technology devices — smartphones, tablets, and laptops — as well as hardware repairs and requests, technology refreshes, and software upgrades. The main purpose of a walk-up service center is to support and resolve the more common, everyday routine IT service desk functions, such as a request for a new monitor or help setting up software on a mobile device.

Who uses Walk-up Experience?

Everyone from the company CEO to visiting business guests can check in and get IT support at an established walk-up service center. Walk-up Experience is for anyone who would prefer to meet face-to-face with an experienced IT technician in a welcoming and supportive environment.

Requesters

Users access the Walk-up Experience application in several ways.

  • Online — Users can check into a walk-up venue online using a laptop, tablet, or mobile phone via Walk-up Check-in available in the application navigator under Self-Service. Once a location queue is selected, users can see how many other requesters are in the queue and decide whether or not to join the queue.
  • Walk-up Experience location — Users can check into a queue at the physical walk-up location. Guests of the walk-up venue can observe queue activities on a large monitor that displays place in line, requesters currently in the queue, and requesters being helped.
Fulfillers

The IT organization uses the Walk-up Experience application to meet the demand of IT issues and requests.

  • Walk-up Experience IT technicians manage daily operations at the walk-up queue locations. They resolve IT-related issues, support mobile devices and laptops, and fulfill requests for software and hardware consumables.
  • Technicians can view active and closed interactions, assign interactions to themselves, other agents or other walk-up locations, and view and distribute stockroom consumables.
  • Walk-up Experience IT managers supervise the walk-up location technicians. Walk-up managers oversee walk-up location performance by monitoring the walk-up dashboard. They are responsible for customer satisfaction, confirming stockroom inventory is available, ensuring customers are served in a timely manner, and reporting performance data to upper management.
Managers

IT managers supervise the walk-up location technicians and oversee daily operations.

  • Walk-up managers can observe and capture operational and performance data by monitoring the walk-up dashboard.
  • Walk-up managers can use the application to increase IT customer satisfaction, ensure and confirm stockroom inventory is available, provide customer service in a timely manner, and report performance data to upper management.
Administrators

Walk-up Experience administrators configure and maintain walk-up related systems, such as the Walk-up Portal, queue locations and schedules, notifications, CSAT surveys, and associated stockrooms.

How do you benefit from Walk-up Experience?

Your entire organization benefits by using the application in the following ways:

Improves employee access to IT professionals
Employees access IT services in real time by visiting a walk-up location. This saves time and results in greater productivity as employees can return to work faster.
Tracks interactions and performance
IT managers use the Walk-up Experience dashboard to understand the work walk-up technicians are performing to support the company.
Integrates with other services
Walk-up technicians can create traditional incidents when issues cannot be resolved at the walk-up location.
If a requested item is not available at an associated stockroom, walk-up technicians can create a request by ordering from the Service Catalog.
CSAT surveys are available at the walk-up queue and emailed to walk-up customers to capture customer-service sentiments.

Devices necessary to deliver Walk-up Experience

The Walk-up Experience application depends on several types of devices to deliver functionality. Users can check in to an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone. However, at the onsite walk-up location, users check in to the queue with a provided, typically stationary, tablet. The following guidance describes what devices are needed and function best for each Walk-up Experience feature:
  • Online check-in and queue: Desktop or laptop computer, tablet, or mobile phone.
  • Onsite check-in: Tablet.
  • Onsite queue: Large flatscreen TV. This feature is designed for larger display devices, such as a TV monitor. It is not supported on a tablet.
  • Onsite CSAT survey: Tablet only.

Walk-up Experience terminology

The following terminology is used for the application.

Term Definition
Walk-up Check-in Self-Service module where guests can check in to a walk-up queue location online. Potential guests can see how many other people are currently in the queue, as well as daily hours of operation.
Walk-up Portal Walk-up Experience portal module found in the application navigator. This is the actual link name to search for in the application navigator. Users will check in through the Self-Service module.
Walk-up Locations Physical location (address) of the walk-up queue(s).
Assigned Walk-ups Walk-up interactions assigned to the IT technician logged into a specific working session.
Active Walk-ups All queued or work-in-progress interactions at a walk-up location.
Closed Walk-ups All closed interactions at a walk-up location.
Walk-up Stockrooms Stockrooms associated with walk-up locations (usually nearby the queue location) that contain commonly requested hardware consumables.
Schedules Walk-up locations hours of operation, including work days.
Interactions list List of all walk-up location interactions.
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