For branded providers, enabling self-service automation can
significantly reduce ticket volume and associated support costs. You save money
on recruiting and give your employees much more context on individual customer
problems. Automated self-services are now also very popular for asset tracking
in the field of warehouse optimization and logistics, for finding tools and construction
machinery, in vehicle fleet / parking lot management or in facility management
for routing the security service by sending rule-based notifications or
smartphone-supported queries from enable on the go. Examples from the
regulatory area are the automatic tests for bogus self-employment,
Finance
Many banks are now making automated self-service offers
available to their customers. One of the most frequently offered self-services
in the financial world is the account balance query. Easily accessible and,
given the minimal risk, it is not surprising that this service has the highest
levels of adoption. The activation and replacement of PINs can also be easily
managed in self-service using the purchaser's own smartphone. Automated
processes empower customers to activate new usernames and passwords. More and
more digital self-service around mobile payment is being built up by the banks,
as consumers increasingly see the processing of banking transactions via a
smartphone as indispensable.
IT
Key IT metrics show that IT service desks have an increased
number of interactions each year, but are less resourced, making it difficult
to keep up with the demands of the digital business. In order for IT to adhere
to SLAs and at the same time support the goals of digital transformation , IT
staff must reduce the time required for manual, repetitive tasks. Automated
self-services can play a key role in this. For example, 16 percent of all
service tickets to be processed involve resetting passwords. But automated
self-services can do more than reset passwords. You can
• Unlock user accounts,
• Send warnings and notifications about password expiration
via email or SMS,
• Free up server hard disk space,
• Restart Windows services,
• Activate and deactivate mailboxes,
• Create Active Directory security groups,
• Delete distribution groups,
• remove a local profile from multiple workstations,
• Generate reports.
Self-service automation can reduce the burden of routine
business inquiries on the IT department and improve service levels.
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Conclusion
Automated self-services are anything but a sure-fire
success. After all, the success of self-service does not only depend on the
provision of the technology. Rather, companies need to take a programmatic,
customer-centric approach that looks at the way employees work and determines
where self-service can bring the greatest gains in terms of satisfaction and
productivity. This approach assumes that companies understand the productivity
needs of service customers, encourage customers to use self-service offers,
constantly monitor the use and needs of self-service offers, and update the
offer if necessary.
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