by Jenny Choban on June 13, 2017
What if you could empower every team in your organization to deliver better service and save money at the same time? Sound too good to be true? Powering up your business processes with a request management system makes your teams more efficient, their customers happier and your bottom line healthier. How do we know? We can learn from IT.
IT teams have been employing help desks for a while. As such, they serve as an example, allowing us to see the advantages of using a service desk model and to compare the costs to other methods of providing customer service.
First consider the “old-fashioned” way. You send an email. You wait for a response. You get impatient and call to say, “Did you see my email? I need help.” And on the other end of the line, an employee who truly wants to help you, stares at an email inbox, overflowing with requests like yours, unable to determine at a glance which are most urgent, which could be dealt with quickly, which need to be escalated. It’s frustrating for everyone.
Compare that all-too-familiar scenario to using a system like JIRA Service Desk combined with ProForma forms:
Valiantys recently quoted some research by Forrester into the costs of providing customer service and technical support through various channels. They calculated the cost per contact at $12 and up for the old-fashioned phone call. Using web chat and email can cut that cost to $5, and self-service websites take that cost down to 10 cents or less per contact.
Think about that. How much could your organization save if not only your IT team, but also your HR team, your Marketing team, your finance team used a service desk to manage their requests?
ProForma is a purpose-built solution that makes it easy for non-tech business teams to convert to a service desk model. JIRA Service Desk is a state of the art solution for request management. ProForma empowers business teams to create their own forms (or modify one from our Template Library that attach to JIRA issues and request types. There’s no need for a maze of custom field or complex configurations. Teams have a elegant mechanism for managing requests. Customers get better service. The organization saves resources. That’s a win for everyone.