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Service Desk Technologies - flexibility, cost savings, dangers

According to the previous article about technologies in the Service Desk function we will here focus on examples of use of the technologies that both saves costs of service. The cost savings is one of key factors that must be considered while preparation to deliver the support to the client.

How should we use the technologies to achieve this target? Let's consider the Self - Service Strategy first which is commonly used by big institutions. The strategy based on simple phone line with an interactive interface could save a lot of time of staff. The image below illustrates incoming calls from users which different problems. Some of this problems are so simple to resolve that there is no need to absorb the consultant attention - the client is able to obtain an answer to his question or request. Otherwise he passes through ans is redirected to the consultant. As a result, thanks to phone line based self - service strategy consultants have more time to resolve more serious problems or just spend their time on other valuable actions.



Another example of the technology that could save costs are tools to tracking errors or requests. Of course you can use the email client only to receive incoming calls but what if there are plenty requests/questions a day? Probably you won't use just an email but will look for some dedicated tool that will make easier the manage of any calls.

As you surprisingly noticed we haven't yet considered the last factor used in the title of this article - danger. You should be aware that

Added: 2008-04-11