Are You Getting the Most Out of Your Service Desk Automation?
Published on : Saturday 23-07-2022
Whether it be high-level productivity, cost-efficiency, or enhancing customer experience, the futuristic service desk automation will offer incredible outcomes to the organisation in all fields, say Amit Shingala.
In the late 1980s and early 1990s, service desks officially came into existence; before that, organisations depended on Microsoft Excel spreadsheets and Outlook tasks, making the process more hectic and time-consuming. Comparing it to today’s service desk, things have dramatically changed, and that too in the positive sense. Service desk automation takes care of repetitive, dull, or manual tasks. Not only automating the process, but service desk automation also performs tasks error-free and saves a lot of time for employees to focus on other essential tasks.
Additionally, automating your service desk will offer an opportunity to reduce operational costs, enhance operational efficiency, and help deliver an exceptional customer experience. With the help of service desk automation, you can efficiently keep your IT service desk team away from unneeded service requests. After reading all these things, here come two most important questions that you need to ask yourself,
• Are you using any service desk automation platform for your organisation? And if the answer is Yes, then,
• Are You Getting the Most Out of Your Service Desk Automation?
If you are not using any service desk automation platform, you should start using it immediately, and if you’re confused about the second answer, don’t worry. We’re here to help you out.
Definition – Service Desk Automation
Service Desk Automation is a process that helps simplify your ticketing process by bringing automation for manual and repetitive tasks. An automated service desk allows the service desk agents to resolve customer issues faster. In addition, integrating service desk automation helps the organisation amplify the overall business productivity. With intelligent automation, your service desk agents can focus on other essential tasks as automation will take care of manual and repetitive tasks.
Why do you need Service Desk Automation?
Adding automation to your service desk always helps in providing a great customer experience for the customers. If you are not able to solve your customer issues quickly or the manual process takes a lot of time to respond, then service desk automation helps in solving the issues faster with intelligent automation.
It is crucial to implement service desk automation to accomplish business goals and ensure that your organisation is working smoothly. The benefits of service desk automation are abundant for any organisation, from saving operational costs to enhancing the overall business productivity.
Incredible Benefits of Service Desk Automation that your organisation is missing:
• It helps in gaining detailed insights, which offers end-to-end visibility.
• With the help of service desk automation, your organisation can enhance productivity by 50%.
• Service desk automation helps provide a superior customer experience, enhancing your business sales.
• With the help of automation-based practices, service desk automation offers your organisation enhanced flexibility.
• With intelligent automation, your engineers or technicians can focus on other essential tasks, whereas service desk automation will take care of your mundane tasks.
Traditional Service Desk
Talking about the traditional service desk differs from what we are innovating and using. For example, let’s say you have purchased a product or service from any organisation and need support for using that product or for any other query. The traditional support system is about managing customer calls on Microsoft excel sheets or any other outdated tool.
Customer support executives first record the issues of customers in the spreadsheet, evaluate them and then forward it to the technicians via mail or outlook. Once the technicians receive the information, they will contact the customer and try to resolve the issue and put the entry in the spreadsheet. The whole process is lengthy, time-consuming, and requires a lot of manual tasks.
Some requests can be quickly resolved, whereas some complicated requests require logs, diagnostics, and extended time to resolve the tickets. And here where, the requirement for better tools comes into place.
Are You Getting the Most Out of Your Service Desk Automation?
We’re now in the 21st century, almost 20 years from the traditional service desk solution. Things have changed, and the focus is on improving customer experience with exceptional service desk solutions.
Here is why I asked, Are You Getting the Most Out of Your Service Desk Automation?
Your organisation can efficiently achieve more with less by utilising service desk automation. With service desk automation, you proficiently provide faster resolution to customer problems without losing that personal touch. You need to utilise your service desk platform in the right direction, and you’re all set to accelerate your business growth. Let’s look at some incredible automation opportunities that you are missing out on.
1. Effective Ticket Routing Process
Do you feel that manually assigning tickets among agents is a hectic task? Or are your support agents giving tickets to the wrong technician? If the answer is yes, your organisation is missing out on the power of service desk automation.
With the help of the automated ticket routing function in service desk automation, the tickets will automatically be assigned to the relevant technician. You can easily define the route through automated workflow and give the tickets according to the requirement.
The whole automation process will help you provide a great end-user experience and nurture exceptional customer relationships.
2. Auto-Send Responses and Follow-ups
Not only automating the ticket routing process but there is also a lot more than you can do with service desk automation. Whether making ticket changes or adding ticket responses, service desk automation helps automate the follow-up process via email. You can efficiently automate the daunting follow-up process with the whole automation process. This improvement will help you respond faster, enhancing the end-user experience.
3. Efficient SLA Management
What if your tickets get unresponded or escalated than the ideal duration? This will create chaos for your organisation. Efficient SLA management is essential for automated workflows to ensure you achieve quality work on time. With the help of exceptional SLA management, you can keep the SLA track and compliance of tickets.
Effective SLA management offers you complete visibility and control over the IT operations to ensure that the task is completed on time without delay.
4. Keep Your Customers Notified
With automated alerts and notifications, you can efficiently keep the customers notified about the progress and any new updates. This way, you can provide a seamless customer experience and automatic support to the end-users.
Through these automated alerts and notifications, one can efficiently check the progress of the tickets.
The notifications and alerts are in the form of email, text messages, or pop-ups.
The Optimistic Future of Service Desk Automation
This is just the start of introducing automation at the service desk, and a lot more automation will be introduced in the future. The innovation and inventions in technologies will help in continuous service uplift. By 2030, chatbots, scripts, and other tools will take over the manual and repetitive tasks.
Customers are becoming smarter daily, and with new upcoming technologies, the organisation will deliver a great customer experience with the help of innovative service desk automation.
Improving the customer experience and the futuristic service desk platform will ease the service desk staff. Whether it be high-level productivity, cost-efficiency, or enhancing customer experience, the futuristic service desk automation will offer incredible outcomes to the organisation in all fields.
In a Nutshell
Reinvent your service desk process with the help of the right ITSM tool that provides you with intelligent automation. It is crucial to get 360-degree intelligence that can be achieved by integrating an end-to-end service and operations SaaS platform to compete in this world of innovation.
To witness exceptional growth and achieve business goals, we must innovate and automate the process wherever possible. As a result, organisations can smoothly provide outstanding experience to customers and the service desk team with proper strategy and automation.
So, integrate service desk automation today and make your organisation’s future bright and flooded with excellent opportunities that lead towards growth and revolution.
Amit Shingala is the Co-Founder & CEO of Motadata (Mindarray Systems Pvt Ltd). He holds over 13+ years of experience in building, scaling and selling enterprise products to solve complex problems of cross-monitoring by gathering meaningful insights from a hybrid infrastructure by leveraging data ingestion from heterogeneous sources and ML capabilities.
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