Smarter Working Happier People David Papworth Consulting Manager
The Issue Teams doing high volume, repetitive tasks? Service Requests fulfillment taking too long? Service Desk ping-pong? 2
The Opportunity Improve: Technology: Is faster Customer experience Is more accurate Employee satisfaction Can reduce costs Business efficiency Free up employees to do more important, higher value things 3
Where to Focus Smart Ticketing Virtual Agents Automation 4
Technology Does Deliver ROI 78% 74% Achieved Excellent >250 value for money of surveyed of surveyed employee-hours saved per customers increased customers month by 51% of surveyed speed of service increased IT staff customers delivery and productivity / response times efficiency >2500 83% employee-hours Reduce errors of surveyed saved per month by customers 19% of surveyed Save time and money reduced manual customers effort and/or Go faster intervention 5 Source: TechValidate survey of OO users
Summary Focus on what matters Don’t let the technology dictate Use ROI to prioritise 6 Listen! 6
David.Papworth@microfocus.com
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