“I may be saving patient lives, but they are saving my life.” The HITS Service Desk Response to COVID-19 (Video)

2020 Michigan IT Symposium - November 10-12, 2020 - Innovative Solutions to Support the University Mission

Breakout Sessions: Tuesday, 3–3:45 p.m.

Halfway through March of 2020, when COVID-19 was on our doorstep, the volume of calls into the HITS Service Desk abruptly increased to nearly double the norm. As a result, average wait times skyrocketed to nearly 20 minutes and over 40% of calls were abandoned. The front line of HITS’ customer support operation was completely overwhelmed. 

Now, more than six months later, call volume has remained essentially the same, but average wait times have been reduced to about one minute. 

How did the HITS Service Desk do it? This presentation will tell their tale, exploring a root-cause analysis of the problems, the countermeasures deployed across multiple corners of HITS, and the eye-popping results as illustrated by KPIs and customer feedback


Motica Lowery, Douglas Adams, Sean Quinn, Marc Vezina, & Candice Barnes-Jones | HITS BusIT Customer Service


  • Working in crisis mode: impacts & related content

Area(s) of Focus

  • Michigan IT Community