A strong service desk can bring value to internal operations, and it can deliver differentiation in the market place. Therefore, it’s not overstating matters to say the service desk plays a very pivotal role in the MSP’s business performance and prospects. Today, there are several approaches that you can take that will help your service desk support the growth of your business. Here, I’ll focus on one: providing customers with self-service access to the service desk.
Providing customers with direct access to information and processes in the service desk is one of the most beneficial things a service provider can do. This effort can both cut costs and improve customer service levels and satisfaction. That’s why instituting these capabilities should be job number one for any MSP that doesn’t already deliver them.
For those organizations looking to deliver self-service capabilities, following are two examples of services that can be offered, and how delivering these services can help:
- Self help. Service desks can be the tool customers use to solve issues themselves. For example, if a user encounters a problem with a printer, they can go to a self-service portal, get quick access to relevant guidance in the knowledgebase, and take steps needed to solve the problem. This type of service has two significant benefits. First, customers will be delighted. In many cases, they can resolve an issue far faster than if they had to submit a ticket and wait for resolution. Thus, they are happier and more productive. Second, this service can directly and significantly reduce a service provider’s costs, which can feed directly into profits or more competitive pricing.
- Ticket submission. Service providers can equip users with a self-service portal through which they can log in and submit tickets themselves. By doing so, organizations can save a lot of money by reducing the number of calls coming into service desk personnel. For example, many estimates indicate organizations spend $12.00 to $20.00 per tier one service desk call. If a service provider has 1,000 calls coming into the service desk call center each month, and can realize even a 10% reduction, that reduction can yield savings of approximately $2,000 a month. In addition, when MSPs enable customers to check status online, users can see on a real-time basis what the status is, and what steps have been taken—whenever they want. Consequently, service organizations provide greater transparency, so users enjoy better visibility and grow more comfortable and satisfied with their service provider.
In both of the scenarios above, service providers enjoy reduced call volume, lower costs, and increased margins. What other tasks on your plate will provide more worthwhile outcomes?
[Editor’s note: This is the first in a four-part series of blog posts, which draw from a recent MSP Mentor webcast sponsored by Nimsoft. In our next post, we’ll look at the importance of establishing shared services. To access the webcast, which is now available on demand, check out the following link: “Building a Service Desk that Builds Business: 5 Tips to Success”.]