Notice: Effective November 1, 2024, travelfeedback@ucr.edu and epayfeedback@ucr.edu will be retired. To request services or assistance from the Accounts Payable/Travel team, users must submit a ticket through Finance and Administration Support (service-now.com).
Please begin preparing for the transition now, as inquiries sent to either email after 10/31 will not receive a response.
Concierge Helpline Phase-Out
As we approach the end of the first full fiscal year since implementing the major Impact23 systems (including Concur, Kuali, and Oracle), the program team would like to announce the phase-out of the Concierge Helpline. Friday, June 28, will be the last day to call the Zoom line for live support. Moving forward, users are encouraged to utilize the Impact23 Community of Practice (CoP) channels in Slack. These channels are an excellent resource for users to support each other outside of the monthly office hours and quarterly user group meetings.
Reminder: Departments have the same system access and report the concierge staff used to onboard suppliers. Department Supplier Requestors should be the main point of contact for requested suppliers and payees. Review the Supplier Registration webpage for guidance on how to help manage the transition.
Finance and Administration Concierge Helpline
What is the Concierge Helpline?
Our Concierge Helpline is equipped with a team of knowledgeable representatives who are available to assist you in real time. They are ready to address your inquiries, troubleshoot any issues you may encounter, and work collaboratively with you to find effective solutions during the campus's transition to our new financial systems.
Hours of Operation
Monday – Friday: 9:00 am – 4:00 pm
Closed for lunch from 12:00 p.m. - 1:00 p.m.
Concierge Helpline #: (951) 827-9990
Frequently Asked Questions
Q: My call was sent to voicemail. What should I expect next?
A: If your inquiry is not time-sensitive, you have two options: You can continue to hold or leave a voicemail to speak with a Concierge agent, or you can choose to request assistance by submitting a ticket. Either way, your question will be addressed! We strive to respond to voicemails within 48 hours, if not sooner. We rely on the information provided in the voicemail message to identify the caller; please leave your Enterprise Directory username or UCR email address. To submit a ticket, please visit our Finance and Administration Support portal and provide a brief description of the issue. Our dedicated team members will make every effort to respond to you within 3 business days.
Q: I am unsure what the escalation process is. Could you please clarify?
A: If we are not able to provide an immediate response, your call will be entered as a ticket into the Finance and Administration Support portal. The ticket will be escalated (the agent will review your ticket with a subject matter expert for assistance). Turnaround times vary based on the complexity of the questions and the volume of requests. Our goal is to provide a response within 3 days, but some requests may take longer.
Q: Will calls be analyzed to see what the gaps in knowledge are?
A: We monitor our service level based on turnaround time, accuracy, and customer satisfaction. We use survey responses and data to identify opportunities to improve our services and support. Examples include developing resources to assist both agents and customers, focusing on training, marketing, and communications.
Q: Is the Concierge Helpline available on weekends/holidays?
A: The Finance and Administration Concierge helpline is closed in observance of holidays. We apologize for any inconvenience. We request that you call back during business hours, Monday through Friday, from 9 AM to 4 PM, to receive assistance. Alternatively, you can submit a ticket through the Finance and Administration Support portal and a dedicated team member will address your inquiry promptly upon their return.