In today’s highly competitive desktop outsourcing market, Support Automation can be leveraged to differentiate what often appears to be a commodity offering – improving competitive positioning and enabling high levels of market penetration. Utilizing Support Automation technologies, Managed Service Providers can reap significant business benefits that include:
- Improving service delivery capabilities
- Increasing operating margins
- Increasing customer satisfaction metrics
- Improving competitive position and market share
Deriving Business Value from Support Automation
MSPs and desktop outsourcers should approach deploying Tific Support Automation in phases. Immediate results can be achieved by deploying phone-based intelligent assisted service to reduce call-handling time, improve first call resolution rates and improve customer satisfaction metrics. Deploying proactive self-healing automation for common, reoccurring problems (based on service desk analytics) that touch the service desk can immediately reduce the number of calls and shorten queue length – freeing up service desk analysts to work more pressing issues. Moving from a phone support channel to a chat support channel is enabled by Tific’s intelligent assisted service and will have a substantial impact on service desk efficiency and overall customer satisfaction. Adding a chat support channel is a natural evolution from phone-based assisted service. Blending phone support with chat offers significant business benefits. Due to the uncertainty of end-user adoption, MSPs and desktop outsourcers, are cautious to make a commitment to invest in adaptive self-service. However, committing to the Tific support automation platform provides a foundation and vehicle to implement a successful self-service program that can lower service desk incident volume by as much as 40%.