I spend a lot of time travelling on motorways between home, the office, as well as customer sites, and during these many hundreds of miles I tend to see a whole lot of bad driving. A particular bug-bear are those road users that like to drive on the tail of the car in front, forcing them to spend as much time hitting the brakes as they do accelerating (much to my annoyance). Doing this only serves to limit the drivers view to the bumper of the car in front, reduces reaction times, and increases the risk of something bad happening. If those drivers hung back, took it steady and extended their view further than the car in front they would find themselves able to react to situations without having to slam the brakes on.
This, I thought, could be a lot like using service desk software. Let me explain…
In any organisation you will often find a variety of different software all being used by various departments to track and monitor the hundreds of communications which take place every day with their (internal or external) customers. Each department will be solely focused on the information contained within their own software system – a bit like that speedy driver who is only focused on what the car directly in front is doing. What’s the problem with that, I hear you yell?? Well, its quite simple – your view is limited, your knowledge of the bigger picture is lacking and there is a good chance that a crash is likely to occur, after all how can your service desk agents effectively handle queries if their view is limited to just the information the customer is sharing at the time of call…..
So what happens if you change your view so that you can see the bigger picture,
With the release of the latest version of the Sostenuto platform, Sunrise are tackling this by allowing the service desk to create dynamic searches for information contained within other processes that may be related, or just generally useful and because this single platform can be configured to work across multiple departments, information can be contributed from all areas of the business (completely expanding your view!). All of this information can then be placed in the hands of the support agent, at the exact time that they need it most. It could be as simple as displaying a list of outstanding issues from a caller, or showing the list of IT equipment that the user has allocated to them. It can be used to automatically lookup approved information in the knowledge base, or even show outstanding problems and future scheduled changes for a service that someone subscribes to.
Enabling your support agents to look beyond ‘the car in front’ by giving them the chance to use dynamic searching to gain more visibility over the vast amounts of data tracked within your service desk, you are enabling them to slow down and take in the bigger picture, reducing the likelihood of something bad happening and ensuring that there is time to react to the things which are important.
That sounds a lot like sensible motorway driving to me, and it could be the key to service desk success.