University Financial Services Announces Changes to its Customer Service Model

In response to customer feedback and in an effort to streamline communication channels,University Financials Services (UFS) will be moving to a Subject Matter Expert model and elminating the current Cluster focus model effective Monday, May 9th. Users will be able to reach customer service for the following departments by calling one number and speaking to a Subject Matter Expert (SME):

UFS Customer Service Area If you used to call Now call Or e-mail
Accounts Payable 617-495-8500 617-495-8500 ap_customerservice@harvard.edu
HCOM ------- 617-495-8500 hcom@harvard.edu
Vendor Setup 617-495-2000 617-495-8500 vendordsetup_ufs@harvard.edu
Payroll 617-495-3001 617-495-8500 ufs_crt@harvard.edu
Nonresident Alien Tax Compliance 617-496-6800 617-495-8500 nratax_ufs@harvard.edu
PCard Administration 617-496-2273 617-495-8500 pcard@harvard.edu

Each area will now be answered by a customer service subject matter expert (SME); you will also have the ability to leave a voicemail for one of the SME's in the event that no one is available to take your call. Any emails sent to the above email addresses will also be answered by the SME's.

What's Changing?

  • Cluster phones and emails will be routed to the above phone numbers and emails and will be addressed by the SMEs for the respective areas
  • To allow for daily briefings we will be changing our phone/front desk hours and will be available from 9:15-5:00 pm daily
  • Implementation of Remedy support-tracking system to allow for better tracking of calls which will help us evaluate staffing and assess internal and external training needs
  • Ability to leave a voice mail message to avoid a long wait time during peak demand
  • Inclusion of "Tips and Tricks" during phone hold times

If you have any questions or concerns, please contact Joanne Jordan (617-496-1994) or Marc Willis (617-496-5224). We welcome your ongoing suggestions and feedback.

Tag; University Financial Services

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