Just as we introduced self-service technology for CFOs, CIOs, and CTOs, we will summarize all of the advice and information given in this series so you can have it at your fingertips. Each article offers a deeper look at specific subjects. But, taken as a whole, we hope this series will inspire and guide you.

As your organization moves toward enabling self-service technology, it is important to set clear implementation goals, metrics and timelines.  This is the information and the planning you need to ensure your project is as successful as possible. The goals and metrics allow you to measure efforts while a timeline keeps you on track. If any

It’s easy to look at major enterprises with large-scale self-service technology projects and feel discouraged if you’re starting small. However, many benefits exist to slowly implementing self-service with a small pilot project that allows your organization to reflect and improve every step of the way. It’s important to start with something manageable and to celebrate

We know that self-service technology offers empowerment to users — staff, contractors, students, parents, vendors, citizens, and anyone else using that technology. When done right, self-service ensures that people can do what they need, when they need to, in the way they want. Instead of staying tied up on the phone for a long time,

When self-service technology, including self-service portals (SSPs), first came on the scene, company executives thought of it only as a way to save money and time. Over time, however, SSPs came to be known as a way to empower everyone involved in them, from the user right on up to the CEO of the company.

Self-service technology can be used in the corporate world for a variety of functions, from allowing employees to update their payroll forms to allowing customers to submit help tickets. In addition to corporate employees, there are other organizations who can utilize this technology, including local and state organizations, schools and universities, non-profits, and all types

As customers gravitate toward self-service technologies, how can you be sure that you’re seeing a good return on investment (ROI)? It starts with understanding the benefits of self-service tech, then monitoring your chosen technology to ensure you’re getting those results.  With a few more real-life examples, we’ll dig into some of the advantages self-serve brings.

Your organization can serve as many users as possible with self-service technology, with less reliance on human interaction. There will always be situations in which only a live agent can help, but in many cases, self-service technology is the ideal solution. Customers get what they need, quickly, and your organization seems a good return on