Save business costs using your service desk software tool
Avoiding unnecessary costs to your business takes forward thinking, careful planning and effective monitoring. This article offers some handy tips on how to use your service desk tool to your advantage, when it comes to saving business costs…
Tip 1: Take care of your two most valuable assets: your customers and staff.
For MSP and customer support organisations, contracts with customers might include pre-defined agreements as to how long calls should take to be resolved. In order to ensure a long and happy relationship with customers, and in an age of increased transparency, it is important to ensure that customers can see that their calls are being progressed. For Customers, offer a self-service portal for call tracking. This is also a great way for customers to log issues without sitting on hold on busy phone lines.
For agents, use the service desk tool to display who is working on which calls, and for how long. When logging a call in SupportDesk, the agent can view a list of Assignees with a note displaying how many calls they currently have open, or if the Assignee is currently on holiday or unavailable. This avoids incorrect assignment of calls, so that your customers are not left unattended.
Another great tool for ensuring optimum SLA management and the best customer service and support is the Key Performance Indicator Monitor: this lets service desk managers see in real time which members of their team are working on which calls, how long those calls have been open, and if and when breaches have occurred.
Tip 2: Monitor Asset Performance and Lifespan:
Service Desk Audit and Discovery tools provide IT inventory management for your helpdesk, and IT asset management modules allow you to audit, analyse and report on your company’s hardware and software. By pro-actively checking the statuses of assets, you can plan ahead as to what will need retiring or replacing, and when, so that you can budget accordingly. Auditing will also display the disk space used on which machines, so allows you to identify which resources are being used to their full potential, and which are not.
SupportDesk’s Audit Reporting Dashboard is a great way of displaying at-a-glance audit and discovery metrics, so that all information is immediately visible for asset managers accessing the service desk. Reports can be edited and customised, and can include ‘Free Disk Space is Less Than 10%’ and ‘Duplicate Software on PC’, which will identify immediately assets which may be in need of maintenance or performance improvements.
Tip 3: Automate and Go Paperless
Automating helpdesk processes and moving them online means that less time is wasted on call administration, so that analyst’s time can be focused on resolving issues. This means that you can get the best performance from your service desk teams.
Workflow milestones such as response emails, call escalations, closure mails and call updates can be sent automatically to customers, managers and service desk teams. You can also automate call assignment, so that ‘Experts’ can be the default assignees when specific call types are logged.
Going paperless is not only helping the environment, but takes away administrative costs and is a time-saving tool, particularly for such processes as Change Management which may require the collection of multiple sign-off forms and voting processes. An automated and paperless Freedom of Information Management system is also an increasingly popular way for public sector organisations to manage FOI requests.
Tip 4: Extend the Use of Familiar Tools
Extending the use of software tools that are familiar to customers and staff into additional business departments is time and time again proving to be a valuable asset to save business costs. Creating an enterprise system for the management of multiple business areas, such as Incident Management, Facilities Management, Complaints Management and more, allows multiple systems to be accessed via a single platform that users are familiar with. This works to reduce the requirement for user training, whilst avoiding the costly implementation of unique software for the management of each business area.