IT organizations have long yearned to move from a reactive state to a proactive state in order to provide support services in the most efficient and effective way, while satisfying their business and customers in the process. You can only get to this coveted proactive state if you eliminate as much waste as possible within your IT service management processes. That is exactly what IT organizations that are outperforming yours have done by integrating their IT service management (ITSM) tools with remote control tools.
By removing the majority of escalations from tier 1 to tier 2 support, these IT organizations have decreased incident handling time and increased customer satisfaction.
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Here are three of the greatest benefits they achieve through such integration:
Better Customer Experience
IT teams that integrate their ITSM solution with a remote control tool provide a more streamlined customer experience that, quite frankly, customers expect. This integration makes the support process immediate and effective. In a traditional support scenario, users contact the service desk to provide the details of their technical issue to the support representative. The representative captures that detail in a ticket and begins the resolution process using the information at his or her disposal.
This means that non-technical people are being asked to explain their technical ailments to extremely technical people. If the support representative can’t understand the issue, he/she will often escalate the ticket to a specialist, who may have to contact the user again for further details. This only has not only a negative impact on internal service level agreements, but also on customer satisfaction.
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When ITSM and remote control are tightly integrated, desktop sharing capabilities offer a valuable opportunity for support representatives to see what the user sees, and if necessary, take control of the user’s desktop or mobile device to resolve issues in real time. Handling issues in this manner also makes for powerful “teaching moments,” especially for visual learners.
By helping the user better understand and visualize how to resolve issues, remote control tools boost both customer satisfaction and self-sufficiency.
Improved Resolution Times
While seeing issues through the user’s eyes surely aids troubleshooting, it is also effective when it comes to triage. In situations in which desk analysts can’t solve issues on their own, the chat functionality found within remote support tools means IT teams can provide “swarm support,” deploying the best available resources to address issues in real time. Otherwise, the incident would likely be sent to a queue for processing later, which of course is not the kind of immediate support users have come to expect.
With “swarm support,” incidents get resolved faster, and customers can get back to work sooner. Additionally, IT organizations that integrate remote control with their ITSM solution eliminate time wasted on documenting work they just completed. With an integrated setup, remote support tools can feed information such as chat history and links to video recordings of remote support sessions back to the ticket itself.
While members of your team are busy filling in details from their calls, the more agile and fully-equipped team is busy solving problems for business users. In some cases support reps can even work on multiple issues at the same time, further boosting productivity.
Better, faster support comes with an additional benefit that can’t be overlooked: cost savings. The 2014 HDI Practices and Salary Report showed that incidents resolved via phone cost an average of $14, while incidents resolved via chat cost an average of $10 — nearly 30% less. Considering the same study reported that 89% of support organizations saw a year-over-year increase in ticket volumes, it’s clear that IT organizations that can support users at a lower cost per incident are poised to be more cost efficient in the long run.
Furthermore, IT issues resolved at the first level of support cost far less than issues resolved at the second and third levels. A recent Gartner study revealed that the industry average first contact resolution rate is 62%, meaning more than one third of support issues require escalation to highly-specialized, more costly staff. The lower volume of escalated issues result in a much high per-contact cost — 5-10 times higher than issues resolved at the first level.
IT organizations that integrate ITSM and remote control are able to resolve more issues at level 1, avoiding the significant costs of escalation. The abilities to provide higher quality IT support at a faster pace and lower cost is on every service desk leader’s wish list. The integration of ITSM and remote control tools may not be the cure-all, but it will put you a much better position to achieve those goals.