If your organization is spending a lot of time addressing user requests, complaints, and needs, it may be time to invest in self-service technology. Self-serve technology empowers your users to find known solutions to problems, or direct issues to the right people within your organization. Over a series of 10 articles, we will show you why this technology matters, how it can benefit your organization, and what return on investment you can expect.
This article really digs deeply into what return on investment, or ROI, is. We’ll give you real-life examples of how other organizations have found a solid return on investment from self-service technology. We will highlight some of the key features of self-service technology that deliver solid returns on investment.
Features include quick submission, allowing users to easily and efficiently submit the details of their requests. They also include rapid resolution — because there are performance metrics and safeguards built into the eWorkflow of self-service tech, services requests are resolved rapidly. Staff can be incentivized for responsiveness, and customers appreciate efficient response.
Next, we will look ever more closely at a specific aspect of ROI. Here, we’ll again highlight real-life examples of return on investment when using self-service technology. The focus is on the ability to escalate requests for higher visibility and faster resolution, as well as spotlighting the best service responders and using alerts and notifications to improve responsiveness.
Ready for ROI 5010? We have what you need! With more real-world case studies, we will take a look at the deepest level of return on investment with self-service technology. That includes statistical and historical accuracy, thanks to data integrity, and how you can use that information to anticipate future trends and make better decisions. We will also explore how self-service technology is user-friendly, and what that means for ROI.
With more real-world examples, we will take one last deep dive into return on investment. This article explores SSP requests and the way they are routed with self-serve technology, using workflow to better handle user needs. All of the information from requests and resolution are kept, and we will show you how to track this info for audit and analytical purposes.
Finally, we’ll discuss how organizations like yours use this information to discern trends, anticipate problems, make corrections, enforce accountability, ensure safety, and justify investments. All of this serves to strengthen each department in your organization, and every team’s mission.
One key benefit of self-service technology is how easy it is to empower users, and how effective that is for organizations. Users can enjoy more creativity, engagement (which translates to feedback), and respect. They can also enjoy anonymity when needed or appropriate. Overall, users with self-service technology see a lot of benefits from bringing technology to the masses. We will show how that benefits your organization, staff, and customers/clients.
Building on the previous article, this will highlight case studies of how implementing self-service technology has empowered users. Often, seeing how things work in real life makes it easier to understand how a certain technology can apply to your organization.
As with many forms of technology and innovation, starting with a small pilot project can be a beneficial way of introducing self-serve technology. We will highlight how several organizations have started small and reached success. We will also showcase how these organizations celebrated their successes, letting all stakeholders feel the rewards, and why this is an important aspect of tech implementation.
With all of the above information put together, you may be wondering how to implement self-service technology for your organization. Here, we’ll show you potential paths forward, including setting goals, metrics, and timelines.
To conclude this series, we’ll offer a summary of all of the articles, giving you quick and easy access to the highlights of each section.We know self-serve technology well, offering GroupLink Self-Service Portal, Workflow Process and Incident Tracking, and GroupLink for SafestSchools. All of these have excellent eWorkflow, work from home, and IT service management capabilities.