THE CHALLENGE
The key aim of a service desk is to quickly resolve incidents faced by operational staff (who are internal customers in this case). The support and resolution process must be fluent and collaborative between experts and business teams.
THE SOLUTION
Livejourney provides a unified view that combines a top-down approach (based on ITIL principles) with bottom-up reality. This means you can instantly see and measure SLA compliance gaps, wasted productivity, and redundant or time-consuming procedures.
THE OUTCOME
Two main successes: increase in the first-contact resolution rate and decrease in deployment time. Implementation of the Livejourney solution here also highlighted minor issues, such as a lack of productivity for basic tasks and an unassigned cost for non-time-consuming tickets.
1
service center
5
months
+ 28%
productivity
+ 31%
user satisfaction