The automation of workflow is a fantastically powerful option available with most helpdesk products, but do you know just how powerful? Did you know that you can open, close and report information without any human intervention? It is estimated that only five percent of helpdesk managers are using automation to its full capacity. Whether this is due to a perceived difficulty level, or lack of planning in workflow, it can easily be resolved to create a fully automated system which adds value and efficiency to any helpdesk program.
Improving Incident Response Times
This is one area which is usually prominent in how service support organisations are judged. The time in which a response and resolution occurs is a huge factor of customer service. The use of automation can significantly reduce the time for incident response, resolution of problems and requests for change by the simple process of incorporating the predetermination of ‘if…then’ capabilities. For example, if a call is received at the helpdesk for a server problem, the automation process can determine the type of problem and transfer the call to the correct person, or provide an automated response to the caller. This is a very simple process of ‘if’ a request of this circumstance is received ‘then’ proceed to the specific task.
Increase Accuracy of Reporting
The automation of workflow provides the opportunity to collate accurate data and statistics by removing any inconsistencies caused by human error. Without automation this can be a long and arduous task collecting, collating and refining statistics and reports. Most of this time is spent modifying the figures to correct errors to illustrate a true picture. Automation allows a more efficient use of time to prepare more accurate reports.
Automation can be a great tool to allow consistency even while it reduces the volume of calls. Help desk clients have plenty of stories of incidents where they have received many different answers to the same problem, or couldn’t get through in the first place. This is extremely frustrating and reflects very poorly on the helpdesk. There are several automation tools available which provide the ability to deliver answers to a number of issues in a consistent manner. This gives a more professional approach, taking the guess work out of helpdesk operator’s answers and generating confidence for the client to know they have received the correct information. This can be supplied without human intervention in a variety of ways, which collectively show a huge reduction in the volume of calls while increasing customer satisfaction significantly.
Adopting guidelines of best practice can provide an improved yet less expensive set of support services. The automation of these practices can create even more efficiency and value. The pairing of certain areas of best practice with an automation of workflow can create a predictable and consistent level of helpdesk support. The incorporation of automation does require some consideration and planning, but with the correct tool the end result of precise answers, with limited human intervention, will reduce pressure and foster an atmosphere of professionalism and brilliance.