At Tobyhanna Army Depot, live chat technology has become an essential tool for swiftly and effectively connecting users with the IT customer service team. This innovative solution is particularly advantageous for personnel facing challenges with government-issued computers or peripheral devices. By simply clicking the orange "support button" icon on their desktop, users can engage in a live chat with IT specialists who are ready to address any issues. This immediate access ensures that customers receive assistance precisely when they encounter problems they cannot resolve on their own.
In addition to enhancing the customer experience, live chat technology significantly boosts team productivity and facilitates data collection, contributing to the overall success at Tobyhanna Army Depot. IT Specialist Sean Malone from the Resource Management Directorate, Information Management Division, remarked, "The new chat feature and corresponding support tool is a force multiplier for the customer service branch. We can assist more people more efficiently, and with just a few clicks, it's even easier for the customer to request and receive assistance."
The live chat system is designed with a user-friendly interface while offering a comprehensive set of administrative tools, features, and options. This setup enables help desk agents to quickly view, troubleshoot, and resolve issues. IT Specialist Dave Kutch noted, "This enhanced tool results in most issues being resolved quickly and within first contact."
Meeting Army Standards and Enhancing Service
Army standards dictate the response and closure times for technical requests, which vary depending on the task. Implementing innovative solutions like live chat, a walk-in service desk, and a knowledge base library helps the organization meet these requirements. Matthew Raup, Customer Service Branch chief, stated, "Everyone on my staff has access to the live chat capability whether they are working on or off the installation. The data we collect with this new technology helps us track information such as queue wait times, completed chat sessions, and types of concerns."
The system also provides session transcripts, which can be used for accountability and training purposes. While personnel can seek help through other methods, the new live chat feature is expected to revolutionize support services. Work requests can be submitted via the IT Service Desk link on the depot's intranet site, and the IT Knowledge Base link offers self-help information on various topics. Technicians at the service desk are available to address simple issues on the spot, loan IT equipment, and assist users with help tickets for complex solutions.
Efficiency and Productivity Gains
While assistance can still be requested by dialing 5-6677, the legacy phone system offers fewer options. According to Raup, leaving a voicemail could result in delays due to high call and ticket volumes. In contrast, the live chat feature averages a technician response time of less than two minutes, allowing users to continue working while waiting for assistance and monitoring their progress in the queue. Customer service representatives can also view the queue, enhancing service efficiency.
IT Specialist Jessica Holliman-Wilson shared, "As a tech, I feel very productive using the chat feature. I can handle multiple chats simultaneously and work at my own pace, providing the same level of customer service as if they were speaking to me face to face."
Christine Shuleski, a program analyst in the C4ISR Directorate, tested the support button icon due to printer issues. "I am so thrilled with the new app," she said. "The IT technician responded quickly, and once I explained the issue, he resolved it in minutes." Shuleski's positive experience led her to address two additional issues, all resolved within about 20 minutes.
Strategic Alignment and Future Goals
The number of users and systems connected to the network far exceeds the number of IT experts striving to meet or exceed customer expectations daily. The customer service branch is committed to improving products, services, and processes with deliberate intent to continuously enhance service quality. "We're heading in the right direction with the steps we're making to improve customer service," Raup said. "My goal is to fix computer issues through whatever means possible by providing the tools and information needed to streamline the customer experience."
This effort aligns with the depot's long-range strategic plan, TOBY2028, which focuses on Investing in Our People, C5ISR Readiness, Shaping the Future, and Strategic Communications. TOBY2028 aims to position the depot for success in the coming years.
Tobyhanna Army Depot is a recognized leader in providing world-class logistics support for C5ISR systems across the Department of Defense. Tobyhanna's Corporate Philosophy, dedicated workforce, and electronics expertise ensure the depot is the Joint C5ISR provider of choice for all branches of the Armed Forces and industry partners.
Tobyhanna's unparalleled capabilities include full-spectrum logistics support for sustainment, overhaul and repair, fabrication and manufacturing, engineering design and development, systems integration, post-production software support, technology insertion, modification, foreign military sales, and global field support to joint warfighters.
Approximately 3,700 personnel are employed at Tobyhanna, located in the Pocono Mountains of northeastern Pennsylvania. Tobyhanna Army Depot is part of the U.S. Army Communications-Electronics Command, headquartered at Aberdeen Proving Ground, Maryland, with a mission to empower the Soldier with winning C5ISR capabilities.