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A Customer Service Approach to AV in Education
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About this session:

My presentation will cover our department’s opinion and observations of what a “customer centric” approach is. We will talk about how this relates to our service model and approach to resolving incidents. We will walk through exactly what happens when an AV component in a classroom breaks down (e.g. projector bulb fails, laptop connection fails, etc) as well as our incident tracking through Service Now. We will talk about how we use Crestron Fusion to identify some problems early as well as the average downtime and customer satisfaction response. Tim will discuss how we use standardization to provide easy to understand options for faculty and staff as well as how it helps us have more time to address problem areas that may come up. He may also discuss meeting with faculty and staff prior to new construction and renovation in order for him to better assess and then meet their AV needs.

What I would like for attendees to learn from this session is that there are several ways in which many of us can improve our resolution processes and work to improve relationships with faculty, staff and students. Through inclusion and training of student workers, the use of service tracking software (such as Service Now) and with an attitude of treating others as customer, we believe other universities can drastically improve response times and relationships with other departments.

This topic is important because IT is all about communication. We install, repair, manage and maintain systems that revolve around the concept of it. Professors rely upon us to make communication happen in their classrooms, so any “downtime” experienced in the class can be a severe disruption in that process. We should make it a priority to find ways to more effectively communicate with the end users of our technology.

Additional Resources:


About the presenter:

Chad Hoefle, University of Notre Dame

Chad Hoefle is an Audio Video Technician for the University of Notre Dame. He has worked in the audio video field for 15 years in various roles and positions, the last three in the university environment. His work experience includes roles as sound engineer, videographer, video editor, lighting designer, set up crew, show director, university faculty, technician and stage manager. Currently, he is in charge of the operations side of
AV in all registrar-owned classrooms as well as managing Notre Dame’s Fusion server. Once the AV systems are designed, he oversees the installation, maintenance and day to day operation of the equipment.
Outside of Notre Dame, Chad is the president of a small nonprofit called Twin Suns Charities, Inc which runs gaming events across the country to help benefit charities such as the Cystic Fibrosis Foundation and the American Cancer Society.



Tim Cichos, University of Notre Dame

Tim Cichos is currently a Sr. Audio Video Engineer for the Audio Video Technologies and Facilities Design (AVTFD) team, part of OIT, at the University of Notre Dame. He has 25 years of experience in the AV industry, with a comprehensive resume of job functions. Starting his career in AV rental, he did setup/teardown, technical operation, and management of the department. Moving on to installations, parts inventory, and simple programming of AV systems, was the next step in his career. He then began complete engineering and complex programming for both small and large systems. Tim had the opportunity to create a new AV division for a local furniture company, which helped him understand the business side of the AV industry. Tim holds certifications from organizations like Infocomm, SynAudCon, Crestron, Extron, and NEC; these include InfoComm CTS, Crestron DMC-E-4K and Advanced Programming Skills. Tim is also involved with the Technology Managers Council within Infocomm, as well as serves on the Infocomm CTS steering committee.