Sam Walton, founder of Wal-Mart once said “The goal as a company is to have customer service that is not just the best but legendary”. Customer Service whether internal or external has established itself in the first decade of the 21st century as the battleground of competition. A friendly and responsive phone manner is not enough today to deliver the standard of customer service expected in today’s hyper-connected information-rich market where clients expect good answers quickly from anyone in your organisation they make contact with. Service Desk Solutions are about utilising the available technology to ensure that your staff are empowered to deliver the service they are capable of with all of the information available to your organisation. Every one of your staff becomes a sensor for service.
An example of a service desk solution implementation was for Mediaworks who internally required a solutions to capture and manage the helpdesk jobs coming into their internal IT team. Dynamics CRM was customised to allow staff throughout Mediaworks to log cases for internal support. A portal was added again utilising the out-of-the-box portal functionality of CRM to allow staff to log in to the service desk portal to track the progress of their jobs. This allow IT to improve the visibility of its workload and progress in an area that had traditionally been ridiculed as poorly performing. The IT team were able to deliver better service to higher priority jobs earlier as they were identified.
About Business Mechanix:
Business Mechanix provides several channels of support to its clients. We operate a highly integrated job-ticketing system that allows us to provide world-class response times and case management from our office in Auckland. Clients are able to email a service desk email address where the email will convert into a case, recognising the sender and resolving to a client. From there it will allocate the case and create an appointment for the next available resource who is assigned to an active project for the client. This ensures that the most familiar consultant responds to a client’s request. It also ensures a timely response to that request. The client will an email confirmation of receipt followed by a phone call from the assigned consultant to confirm the appointed time is acceptable and to gather further information prior to commencing the job. This is also the point where urgency and severity are assigned to a job based on the clients’ request. All emails containing the words ‘urgent’ are automatically assigned this status and given the highest priority. Upon completion of the job the client receives a phone call to arrange a time for testing. Once testing is successful customer services is alerted who follows up with the client to ensure the problem has been fully resolved and there are no further tasks to complete. This service operates 24/7 notifying consultants and clients at any time of day although resources are only scheduled during business hours or by arrangement. Business Mechanix is familiar with operating to defined service levels and the job management system used is configurable to operate within an SLA.
- Designing and planning a service desk implementation
- Consulting on service desk improvement and best practice
- Installing Dynamics CRM and configuring for service desk management
- Customising CRM case management to better reflect internal processes
- Service Desk process design and streamlining