Traditional IT was perceived as cost center. Their main aim was to maintain the running systems and make sure it does not break. If and when things break they would treat that as ticket and make sure it is fixed. With organisations being digitized their role is expanding. They are expected to go beyond traditional roles and contribute to larger goal of converting old school people to digital workforce and bring them on par with millennial.
We have also evolved with changing requirements. We found that self service though claimed in all research reports as being absolutely necessary and need of the hour is not producing results. Our core offering and differentiation is reducing tickets using innovative self service. We have found a way to make self service work by making it easy for users and admins and connecting the complete life cycle of a problem from source to resolution. In our customer meetings the most common objection we get is that self service does not work in my organization. Yet we make it work.
In our journey we are finding many legacy ways of handling processes are broken. Email is one of the mostly used system in a organisation. In almost all the cases it is used to enforce rules, training, deadline and processes. In fairly mid size organisation users gets so many mails in a working day that he almost ignore them. And it is so easy to ignore. You have to complete your training by x date, you have to change your password, you have to extend your leaves, you have to finish a HR process by today, you have to fill your appraisal forms by end of week and various deadlines. People just ignore and move on until drastic things like locking his enterprise user id happens. Then he realizes what he missed.
How we fixed broken Email for and evolved from being a ticket reducing tool to supporting enterprise day to day journey?
Case study 1 – Improve adoption of systems
Organisation in case has invested heavily on video sharing platform but the adoption was well below average. Their were various mail campaigns. The lock screen and screensavers were designed to promote this system. But the results were not encouraging.
We extended our platform to deploy a enforcing message system for users. Our system would show a message to users when they login and until they have not visited the video sharing platform the message would remain on screen.
Since this was first of this kind of initiative all stakeholders were tense if it would lead to complain by users, which included decision makers. So we decided to define 3 kinds of enforcement. For normal users – full enforcement meaning that it would remain on screen until url is seen. For managers who remain in meeting for most of the time show a reminder with snoozes so that they can complete the action at convenient time. For leadership show a reminder which is non enforcing.
The User interface was designed in such a way that it looks refreshing and different from a mail. So that even though it is enforcing users notices for some time , appreciate the uniqueness of message and complete the needed action. And as expected this resulted in surge in the user adoption of the video platform with no complain from a single users.
Case study 2 – Enforce deadlines and processes
Organisation in case has concept of contractors and line managers. Contractors have a fixed term to start with and after end of the term – their line managers have to extend their time in organisation if needed. Most of the time both contractors and line manager forgets this despite getting emails. This resulted in contractors getting purged from system , with their account locked out and start of usual cycle of creating ticket and running behind people to get them back inside system.
In another organisation every month end relevant employees have to submit their time sheet for billing purpose. Despite getting mails they would not do this and account department would have tough time reaching employees and asking them to do it.
To solve this we extended our reminder system and shown a user friendly but blocking reminders coaxing users to complete the task before moving on to other things. The results are as expected and the organisations in case have streamlined system resulting in better user experience and loss of productivity. In this case ticket reduction also happened as byproduct.
Case study 3 – Improve new joiners on boarding
Consider these facts –
“91% of employees were retained, as compared to 30% of employees at organizations without formal on boarding” and “most employees decide in 10 days whether they’ll stay at a company or keep looking for another job”.
Any company worth their salt would treat their new joiners on boarding very seriously. We handled this by putting a on boarding page on self service portal wherein they have access to all the commonly needed tasks for first week. These tasks would include install printer, register on password reset self service portal, complete needed training and so on. This improved new joiner engagement level and helped organisation reduced its training and on boarding cost also.