Welcome back to our ten-part blog series on Customer Service Transformation. In our previous blog post, we examined the evolving topic of B2B service trends. Today, we continue to draw further insights from chapter two of the Vivantio eBook, The Complete Guide to Customer Service Transformation – where we explore the cornerstone of this transformation – Service Optimization.
Welcome to the first in a series of ten blog posts, drawing insights from the Vivantio eBook, The Complete Guide to Customer Service Transformation. We kick off the series discussing the evolution of B2B service trends, a shift that has significantly altered the conventional business landscape. In an era of digital dominance, labelling a business as a “service business” is becoming an obsolete distinction.
We’re excited to introduce our upcoming blog series: “Navigating the Path to Customer Service Excellence,” which is a review of the Vivantio eBook The Complete Guide to Customer Service Transformation. Over the next five weeks, we’ll be diving into a pivotal component of B2B success—putting customers at the very core of your business operations.
Support tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support ticket lifecycle, as well as the interventions and tools that can speed up the resolution process. To help businesses understand how they can improve, we are going to cover.
Establishing a quality help desk ticket workflow is the key to achieving quicker and higher quality resolutions. Not only does this achieve better outcomes for users, but it also improves business operations and makes service departments more cost-effective. Many of the issues that cause delayed responses, missed tickets, or return tickets for issues that weren’t resolved correctly are caused by broken or poorly optimized help desk ticket workflows.
This post will help to answer the following questions: Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system. Support tickets, or incidents, represent an individual user issue with a business’s product or IT network.
In customer service, a business’s promises only add value when they are guaranteed in writing. Customers want to know that quality and timely service is guaranteed, and that they have specific recourse if things don’t go as planned. Service level agreements (SLAs) designate contracts between a service provider and their clients that define the service provided, as well as the timeframe and delivery method.
As businesses develop, their need for organization and consistency grows. A larger ship takes longer to turn, and the same principle applies to large firms that require buy-in from numerous departments to properly implement change. As a result, standard practices and concepts have emerged to help business leaders better organize their operations. Enterprise architecture represents one of these concepts, and ITSM provides a comprehensive set of best practices and procedures.
IT service management involves complex practices and procedures, especially as companies grow. As a result, keeping a close eye on every aspect of the service management framework can be challenging to ensure that all core functions are being performed efficiently. In addition, manually auditing an ITSM system can take much time, and this takes from the time available actually to correct issues or inefficiencies as they arise.
An ITSM service catalog is the best way to inform users about everything an IT department can do for them and provide them quick access to whatever they need. Catalogs play a vital role in the ITSM experience, as a quality IT framework requires clear and simple presentation to ensure that users can utilize its benefits. Otherwise, much of the time and financial investment into implementing new IT services may go to waste.
