Session 501: How Walk-Up Support Can Transform the Customer Experience


Thursday, April 12 at 11:30 AM

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Does your desktop support team suffer from a backlog of tickets? Do customers reach out to you directly, bypassing the service desk? Have you ever played "phone tag" with customers trying to get tickets resolved? Do customers complain about the time it takes to resolve their IT problems? Retailers like Apple, Microsoft, and Comcast have already adopted this model for consumers, so why haven't we brought it to the enterprise? In this session, you'll learn how walk-up services can transform the customer experience, decrease time to resolution from days to minutes, boost customer satisfaction, and employee productivity!

Justin Menapace

Desktop Support Senior
Freddie Mac

Justin Menapace is a desktop support senior at Freddie Mac. In his current role, he oversees the Executive Support team, providing support for all officers and administrators, and is the strategic lead for the IT Solution Center, which provides walk-up IT services and support for employees. During his time at Freddie Mac, he has contributed to several strategic initiatives, including the deployment of new unified communications and mobile technology services. Justin received his Master's in technology management from Georgetown University.