Every service organization should strive for automated self-service

In your personnal life as a consumer, do you shop, bank, or book your travel arrangements online? Do you complete your transactions seamlessly without using the telephone and talking to a person 99% of the time? This is automated user self-service, perfected by the business-to-consumer giants. In most cases, it is fast, convenient, easy, and pleasant.  Contrast this with how you request things in a corporate environment. 

 

Automated Self-Service

Users and customers prefer it in most cases (with notable exceptions where the personal touch is needed).

For departments wanting to leverage industry best-practices, automated self-service empowers authorized users to order standard services and fulfill them via automated workflows defined in industry standards such as ITIL V3 Service Lifecycle Service Operation domain, COBIT, or ISO.

Self-service doesn’t just benefit the user/customer, it provides hard-dollar cost savings by:

  • Converting expensive phone calls to inexpensive automated web-requests

  • Eliminating up to 50% of call volume by providing: web-based information, ordering, bundling of services, and real-time order status

  • Eliminating errors and re-work

  • Reducing delivery time via automated workflow and parallelized fulfillment task.

Process Workflow Example

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