Safe return-to-school measures have been enhanced at the University of North Carolina by the install of contactless lockers for use at the Computer Repair Center. Over the first four days, the smart lockers have been used 120 times to drop-off machines that need repair, pick up repaired machines, and access loaners in a virtually contactless experience.
“Providing a contactless method for laptop support was crucial for us this semester,” said Kate Hash, Assistant Vice Chancellor for Customer Experience & Engagement, whose oversight includes the Service Desk. “We wanted to ensure that our students had a way to quickly drop off computers in need of repair and retrieve loaner laptops in a safe and reliable manner.”
The automated package locker unit provides 15 compartments of varying sizes from small to large. The Computer Repair Center will continue to accept drop-offs at its Airport Drive location when that option is more convenient for faculty and staff. The locker unit works both from an iPad built into the unit and can be accessed via the mobile app, enabling that virtually contactless experience. The unit also offers an intuitive customer experience as students, faculty and staff can initiate a check-in by chat, web ticket or call-in.
Not only do the lockers offer a creative solution to the problem of in-person contact during pandemic, but they’re also potential to expand pick-up/drop-off hours in the future without the need for staffing of the Walk-In Service Desk.
The University of North Carolina students, faculty and staff have found that the locker unit is a great long-term solution for the campus community. Contactless customer support is likely to endure long past the pandemic. These contactless lockers not only automate workflow and save resources but also enable the Information Technology Services of the university to think differently about its work.
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