How to Leverage Best of the Service Desk Automation Opportunities?

The service desk environment was becoming more manageable, and our clients benefited from self-service choices and more convenient methods to communicate with support professionals. 

Integrated and online company catalogs presenting typical service options saved consumers time by pre-populating standard fields. Service levels and SLA procedures are well established, establishing customer expectations for service delivery. 

Recently, we’ve seen context- and location-aware mobile service desk applications that provide customized services, information, and crowd-sourced cooperation. Yet, never has the service desk been so accessible and efficient! 

Automation: The future of the service desk 

There is never a shortage of room for improvement. Therefore, we must continue to seek out new areas of concentration for the service desk to maintain momentum. Continuing to automate is the ideal course of action since it provides improved service to consumers and frees up service desk workers to focus on innovation and service improvement. Consider some of the recurrent difficulties confronting modern IT organizations and how automation might assist. 

Cost 

Cost is a persistent issue that will never be resolved. Very few firms do not regularly monitor their IT expenditures and look for methods to cut them. This complicates the service desk’s job—the increased usage of technology throughout the organization results in an increasing number of encounters with the service desk. This will increase the cost of operating the service desk. 

While we can divert some calls by providing self-help information via the knowledgebase, the amount of people utilizing IT services continues to grow tremendously. This means that as new service offerings are supplied to our consumers, additional tickets will be created. 

Metrics about the cost of the service desk call the place a premium on the engineer’s time. This typically ranges from $20 for a quick remedy over the phone to $100 or more for a deskside visit or additional inquiry. Sometimes overlooked is the cost of downtime when difficulties affect productivity and precious resources are diverted to support engineer phone calls. This might cost several hundred dollars every need. 

We need to shift our focus away from IT costs and actual business costs when examining how to enhance service desk resolution times. 

The more automated we implement, the faster typical requests can be fulfilled, and tickets associated with issues may be assigned appropriately. This will result in a reduction of both direct IT costs and total company costs. Even the slightest improvement in handling time benefits the bottom line. 

If you have a well-defined service and a well-defined process for handling service requests, why would you involve valuable service desk experts at all? By implementing automation and eliminating manual expenditures, you can: 

  • Increase IT efficiency 
  • Reduce downtime for customers 

One simple example is the automation of password resets, which every business deals with regularly. According to one company, password resets accounted for 22% of total service desk complaint traffic. Notably, that equated to 46,000 calls each year done manually—at the cost of $22 for each contact! 

Automating resets saved the service desk around $1 million in expenditures. Add to that the reduction in productivity loss caused by the near-instant resolution of locked assets, and you have a recipe for significant positive effects on the business. Yet, it continues to astound me that some significant corporations still manage these calls manually. 

Customer satisfaction 

Service catalogs have aided service desks in effectively communicating what they can provide their clients, which is beneficial for overall customer satisfaction. 

  • Enabling end-users to get assistance quickly is one thing.  
  • It is quite another to deliver what was requested promptly and accurately.

Our organizations are staffed by digital natives: individuals who grew up with simple-to-use technology. They are always connected and anticipate quick responses. For example, when customers log onto iTunes and buy brand new music, they expect it to be available immediately—not the next day or week. 

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Customers will be disappointed when you respond to a request for software installation on a PC or laptop with a timescale of 1-2 days. We are not manually installing software via CDs. Configuration management tools that are automated can distribute software on demand. 

The future is bright and exciting. 

Automation opportunities will continue to expand, enhancing corporate productivity and freeing IT staff to pursue organizational innovation. In addition, bear in mind that automation saves money and improves the customer and service desk experience. 

This year’s work experience has demonstrated that remote work is feasible and leads to increased productivity. We’ve been forced to automate several formerly manual operations and give remote support, both of which we hadn’t considered prior. As is the case with many unpleasant situations, we now have new prospects for innovation. Automation has been critical in many of the success stories associated with this event; we must maintain momentum and continue developing and automating wherever possible.

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