Ryan Vogel, project manager for the Academic Technology Support (ATS) department of UT Austin is responsible for getting new assets like computers to over 3,000 faculty and staff. He manages deployment of resources to the Desktop Operation Centers (DOC), which are pods in campus buildings manned by two to three employees to answer walk-up tickets in their area.
Scheduling appointments with end users (faculty and staff) was a waste of time for ATS, prone to rework and frustration. Prior to using Calendly, there were no less than six steps to get a computer deployed. For every invitation Ryan sent to schedule, he would have to await a response and confirm before sending the next. This was creating a huge bottleneck in order to prevent overbooking. Every invitation took at least 7 minutes to issue and days or even weeks to get scheduled.
ATS needed a solution to more efficiently manage both ends of scheduling between end users and deployment centers. Because Calendly offers admin roles and a self-scheduling model to end users, Ryan can now distribute deployments across the DOCs without creating a bottleneck. Because Ryan can set scheduling parameters for when deployment is available, he doesn’t have to manually select time slots to offer to an end user, he just sets the days and hours for when the DOC is staffed. Once a time is booked in Calendly, that slot is no longer shown so other invitees are only given available times to choose from.
UT Austin’s ATS department ran a pilot test of Calendly to test the impact on their deployment project. They verified that Calendly integrated with their Office365 calendars and worked alongside their ticketing system without any impediments. They created Calendly accounts for each DOC so everyone on that team could see the deployments scheduled and Ryan could manage all those events in his Calendly admin dashboard.
To schedule deployment, Ryan creates a ticket to log the customer data and computer tag number, then sends a Calendly link through email or Slack to the customer to choose when they would like to pick up their new computer from their nearest DOC. End users don’t need to download any software, which is essential since not all faculty or staff have the permission to do so.
“Calendly created an 89% increase in efficiency and cost savings of 87.5%.”
By using Calendly, ATS has shortened the deployment process from six steps to three and saved 17 hours on their first test project. This translates to an 87.5% cost savings for similar projects. It took minimal training, was implemented almost instantly and reduced errors and rework by 20%. With the savings and value they’ve seen, ATS plans to use Calendly for any project or service requiring extensive scheduling with end users.
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Empowering teachers to support the educational needs of students with convenience and immediacy