Client Experience manages and improves how the entire CWRU community interfaces with technology at the university. The technological “touches” a user experiences here are countless—from the wireless network on campus to learning systems in the classroom, and multimedia support to technical assistance—and this department works to ensure a smooth, easy and enjoyable experience for everyone at CWRU.
Teams
Service Management
As part of the Client Experience group, the Service Management Team is dedicated to connecting the Case Western Reserve University community with essential technology support and resources. We ensure students, faculty, and staff have reliable access to the tools they need through these key areas:
- Service Desk: They provides unlimited, complimentary 24/7/365 tier 1 & 2 support for all computer service needs. Whether by phone, email, or chat, our Coforge partner team is the first point of contact for technical assistance.
- Desk Side Support: When issues require hands-on attention, DSS offers specialized assistance for faculty and staff university machines. They also operate a walk-in center at Kelvin Smith Library (UTECH @ KSL) for in-person support.
- UGEN Support: They are the primary computing support for over 900 staff members in more than 60 university administrative departments.
- Endpoint Management: They maintain the security and health of university-owned devices (including PCs, Macs, and mobile devices) through standardized management systems that provide automatic updates, security protections, and self-service tools.
- Software Center: This team manages a central hub where the university community can easily access and download essential computing software for PC, Mac, and Linux, often at significantly reduced or no cost.
Client Applications
The Client Applications Team provides essential support for the university's core user-facing cloud applications, ensuring seamless productivity and collaboration for our community. We manage and support major platforms like Microsoft 365, Google Workspace, and Zoom, as well as specialized tools.
Supported Applications Include:
- Google Workspace
- Microsoft 365
- Zoom
- Adobe products
- Qualtrics
- Rise Vision (Digital signage)
- Box
Many of the applications supported by the Client Applications Team have AI-enabled enhancements within their platforms platforms or even stand-alone AI applications, such as Google Gemini and Microsoft 365 Copilot. See UTech’s AI site for more information, including information on scheduling an AI Consultation.
Several of the collaboration services supported by the Client Applications Team provide cloud storage for CWRU users. For assistance in planning and implementing a storage plan for your University data, reach out to the service desk and ask to schedule a storage consultation appointment.
The Client Applications Team also manages applications that assist with process automation, such as Microsoft Power Platform and Google Workspace Studio. If you are interested in automated processes in your office, schedule a process automation consultation.
Additionally, the Client Applications Team coordinates IT training on campus. Reach out to the service desk if you have interest in an IT training session.
School IT
Each School has embedded UTech staff that are also part of the larger Client Experience team. This blended support model ensures that technology aligns with the academic, administrative, and research missions of each school while also benefiting where appropriate from the efficiencies that come with services offered by a larger IT organization. Each school benefits from having its own specialized IT personnel who are fully focused on supporting its unique operational needs, educational projects, and strategic initiatives while also having integrated access to the full UTech organization and its services. If you are in a school and have an IT question or need, contact the UTech Service Desk and an analyst will direct your request to the appropriate group.