The role of service and support has never been more important for your organisation.
Even before the COVID outbreak research from HDI showed 61% of organisations were reporting an increase in the number of support requests and those requests were becoming more complex.
SDI research found that, on average, firefighting accounted for 63% of the service desk’s time. The financial case is compelling, as escaping your firefighting loop can drive resolution costs from £200 to £2 per ticket; critical a time when every business will be facing cost-containment measures across the board.
Our latest expert guide provides a detailed check list to reveal your firefighting issues, business impact and outlines eight practical steps that you can implement today to improve.
While we all adjust to the current changing events, this 15-minute read is designed to provide practical steps to reduce firefighting across your support teams.
We didn’t appreciate the difference collaboration would make to our organisation. Our workload and responsibilities are much more visible, people are better informed and we’re working with greater transparency. Communication between our teams is so much sharper because of collaboration.
Are able to change the culture of our business. The product automates manual processes, frees agents to focus on value-add services, and introduces collaboration tools that break down barriers between functions and departments
Adding value to the business, suddenly makes IT look a whole lot better. We're not just delivering a service, we're a partner that’s enabling the business to work as effectively as it can.
Users expect to be self-sufficient. Ensuring they can quickly and easily engage with services will increase both efficiencies and drive up satisfaction.
McKinsey research highlights that up to 40% of services can be automated today. Embracing self-service can drive down ticket costs from $104 (IT Support) to $2 (self service).
By driving users to self-service, you can free up previous locked resource to design and roll out enhanced service flows, automation and add more value to the changing business.