OHIO Business Service Center introduces ‘Live Chat’ for purchasing, travel

Ohio University units that are currently utilizing the OHIO Business Service Center (BSC) for operational purchasing and travel now have access to a new portal that will directly connect them with business services staff and decrease response time. 

The OHIO BSC is pleased to announce that it has implemented a “live chat” feature connected with Microsoft Teams that will allow you access to experienced staff, Monday – Friday, 8 a.m. – 5 p.m.

To access chat, navigate to My Bobcat Business and use the “Chat with a BSC purchasing/travel specialist.” The service is currently only available for units utilizing services in procurement and travel, but the BSC plans to expand this to other areas in the near future.

A special thanks to Renee Perry, associate director of operational purchasing and travel, and Jeremy Grahame, technology and knowledge manager, who researched and assisted in the development of this tool with Microsoft.  

“After recognizing our desire for a Live Chat feature, we contacted Microsoft to explore the potential. Our representative connected us with a technical expert who eagerly engaged with our requirements, a unique inquiry for them,” Perry said.  “In a matter of hours, she collaborated internally at Microsoft and swiftly returned with a novel concept. This concept leverages Microsoft Forms and Power Automate to craft a Chat Feature within Teams. While Microsoft provided the groundwork, Jeremy skillfully tailored it for the BSC's specific needs.”

Microsoft was excited to work with Ohio University to develop this tool.  As a consequence, Perry and Grahame were invited to attend the MS National Office Hour hosted by Microsoft where they presented to approximately 150 Microsoft staffers.  A recording of this meeting may be found at https://www.youtube.com/watch?v=5pWUyWNpy4o

Live chat has been something that Kelly Broughton, director of operational purchasing, has been eager to add. 

“Renee and Jeremy have the curiosity and drive to explore new ideas,” Broughton said.  “I told them I wanted this feature but didn’t know how to implement and within days they had started a dialogue directly with Microsoft.”

“This is a great example of how we are beginning to leverage technology to improve our customer service in the OHIO Business Service Center,” said Heather Krugman, executive director. “We also are engaging in other initiatives including a new ticketing system that, once fully implemented, will be the building block for additional automations. That initiative is led jointly by Sylvia Mickunas, director of operational improvement, and the Office of Information Technology. I’m thrilled with the progress we have made to date and excited about the future.”

For more information regarding the OHIO Business Service Center, please visit ohio.edu/bsc.