Traditionally, service desks have been measured by KPIs such as response time, average handling time, first contact resolution and cost per contact. With NNIT’s Global Service Desk, success is also defined as the value of the service function for the company as a whole. An inefficient service desk can in reality cost the company dearly.
Enter your customer number followed by hash (#). Press 1 for customer service, 2 for support, 3 for accounts, or 4 for switchboard. You have pressed 2 for support. Press 1 for product software support, 2 for product hardware support…
Service desks are not always as the name implies; a place you can contact for quick, precise and friendly help. A telephone call with an endless stream of prompts that delay the answer to a simple question can be so off-putting that end users simply abandon their attempts to solve problems in the best and cheapest way for the company. There is a lot of evidence to show that lost work hours due to inefficient support is a huge problem for a large number of companies. However, very few companies do anything about this because the effect is difficult to measure precisely.
Unsatisfactory cost minimizationIt might be true that touchpoints such as telephone prompting systems and automatically generated mail flows are predictable, easy to handle, and seemingly cost-minimizing functions for a company. However, the digital user of today is not as tolerant and patient as they used to be of such technology. They will increasingly opt out of support if they do not have access to fast and effective help without having to do too much in the process.
− The development of IT services in the service desk area has been characterized by a rigid focus on bringing down costs and ultimately price. Cost minimization is generally positive for the bottom line of a company, but in the service desk area, it is also a strategy that can affect your finances negatively if you do not consider the overall effect, explains Lasse Lundemark, Service Architect at NNIT.
− Efficient use of IT solutions requires effective support 24/7. If you compromise on the quality, flexibility and availability of a company’s service desk, there is a great risk that the company will see an overall loss of work hours among employees that far exceeds any cost minimization savings, he adds.
Thorough needs analysisTo optimize the support experience users get from the service desk, it would be ideal to look into exactly what users hope to experience and achieve when contacting the Service Desk. NNIT’s user experience specialists have carried out a survey to do just this.
− In concrete terms, our specialists have unraveled the mysteries of a specific telephone system and looked at the prompts embedded into it. Which ones were most used, and which ones were customers rarely exposed to? The specialists have analyzed the data and user behavior with a view to optimizing the system so that users need to do as little as possible when getting help to solve their problems and make better use of their IT solutions. All things being equal, we now know what users need before they even know themselves, explains Lasse Lundemark.
The Added Value model below encapsulates the philosophy behind the NNIT Global Service Desk. It focuses on creating more value than expected for customers while allowing them to do less to get the service they expect.
Did you know that …?
NNIT Global Service Desk provides support 24/7 in 17 languages and has support centers in 6 countries. NNIT can provide IT-services from offshore in China as well as nearshore in the Czech Republic.
The Added-Value model marks a change in how the service desk function is seen; from having an internal productivity focus to having a customer-directed and value-based focus. This change will encourage continuous development and optimization.
The methodology behind NNIT’s Global Service Desk is named Knowledge Centered Support (KCS), and in short this enables service desks to deliver greater value and efficiency by capitalizing on the knowledge and data that they have on their users.