The IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure on the IT help desk. That’s why more companies are turning to Web-based, customer-centric remote support to support a burgeoning remote workforce.
Self-service continues to rock the support world because it drastically frees up representatives’ time and reduces expenses. But are there hidden costs of self-service?
Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured – despite the influence of support on higher revenue; customer satisfaction and loyalty; and increased productivity.
This new Ziff Davis White Paper examines new strategies for improving operations and exceeding client expectations, despite today’s economic climate. Remote service delivery is proving to be a strategic ally in providing premium service to clients while enabling you to cut costs.
Most companies will save money by formalizing their telecommuting policies and standardizing support practices. Informal policies and ad hoc support result in inconsistencies about who can telecommute and what costs the company covers. Additionally, absent a formal policy, IT support costs will be higher when nonstandard and personal devices are connecting to the network.
Professional services automation (PSA) is changing the way professional advisory firms run their business. For consulting agencies working in competitive markets, it can’t come soon enough.
For years, companies have talked about the importance of the customer and what it means for the organization; but without actions to support the words, such campaigns mean very little.
When comparing ERP systems, functionality should be considered against the backdrop of the entire package – its technology and its vendor. Only by doing so can manufacturers ensure they make a right and lasting choice.
The growing movement to improve IT service delivery and support has led many companies to rethink the structure and composition of their service desks. When planning such a reorganization, IT management must keep in mind that customers of the support organization do not have technology problems, they have business problems. The technology is merely a tool that these users need to use to accomplish a business task. With this in mind, the result is a set of basic principles that should guide organizational design and planning.
More often than not, companies that implement an ERP system and have trouble achieving rapid return on investment (ROI) may labor under this misconception, or at the very least may underestimate their own role in successful implementation and operation of their new enterprise software environment.