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Service Desk Analysis

support ticket screenshotThe creation and maintenance of company value are the two primary focuses of service management.
 

Many businesses view their Service Desk as a cost centre and an undesirable but essential component of their operations. In point of fact, the Service Desk has the potential to be a significant source of client goodwill. On the other hand, a broken Service Desk may rapidly damage a company's reputation and the faith of its customers. Customers who have grown up with digital technologies place a higher premium on the quality of the customer experience (CX) than they do on the cost of a product or service as the primary factor that distinguishes one brand from another in the majority of markets. 42% of consumer queries are ignored by retailers in the UK.

Delegating to someone with no experience, no training, nor oversight is the surest way to make a Service Desk fail.
Case Study
It was established through a weekly report that the Service Desk was being handled effectively, including one specific critical success factor (CSF). The daily report for the next week showed that the CSF objective that had been established by the client's COO had been slightly exceeded. The department's executive initiated the necessary corrective steps. Additional daily reports made it abundantly evident that a severe issue was developing with their customer, and as a result, the remedial action was ramped up. By the time the following weekly report was generated, the CSF had increased to more than double the threshold, and by the following day, it had more than tripled the threshold. The situation became dire as several end users began reporting two of the issues. Early engagement from the departmental executive defused a situation that was rapidly worsening and restored goodwill.

Without the daily monitoring of the CSF, plus C-suite involvement, the customer relationship may have become irredeemable.

Most Service Desk platforms provide only basic charts, with no interpretation. Tacit skills are needed in order to provide a commentary on the charts. This is not "any fool can do this" territory.

We perform discrete health checks on Service Desk performance and provide an executive report, with charts and their interpretation.

Once you are delighted with the sample report, setting up weekly supervisors oversight report and/or periodic accountability reports to C-Suite executives is the next step. These are fundamentally different reports, but they all rest on a solid foundation of indisputable data.

Please contact us if you would like to learn more about what we do in a brief exploratory meeting.

You could discover an unsung hero or a disaster in the making.