One of the most effective ways to improve customer service is to establish dynamic communication with users.
One of the most effective ways to improve customer service is to establish dynamic communication with users. This means both communicating well during request submission and keeping the user informed throughout its processing. Communication strength is expressed in different ways :
Through the Web portal
The Web portal is much more than a tool for submitting and following requests. It is also a tool for communicating with your users! When a user submits a request, you have their attention. If there is a problem, offer a number of possible solutions. For a service request, get all information needed to ensure it is dealt with properly.
The Web portal enables users to :
Find out more about the Octopus team concept.
Once a request has been submitted, issue of email message by adding an Octopus activity is an effective means of quickly advising the user or of getting more information needed to properly process the request.
For the user, email communications make it possible to :
Harmonize delivery of your service requests by preconfiguring tasks that will be generated automatically.
Work isn’t always done the same way by resources? Details are forgotten, resulting in delivery delays? Users are unhappy? You work nonstop, and yet work keeps piling up?
Good Octopus configuration alone isn’t enough to ensure efficient work organization; your people also have to make several changes in how they do things. This aspect has to be taken into consideration in order to minimize change resistance, and foster a climate of positive and sustainable improvement.
Besides offering integrated automated configurations and business rules, Octopus leads resources to accept the changes needed to implement a tool. Calling on the good sense suggested by ITIL, Octopus specialists appeal to the creativity of assignees, and lead them to understand not only the “how”, but also the “why”. Among resources, this approach fosters commitment and a desire to invest. When they find that their participation contributes to the IT organization, and that the effort required yields the benefits expected, synergy develops, and accepting change becomes increasingly easy.
Functionally, Octopus contributes to better work organization in many ways :
Processing a service request entails executing tasks that ensure its harmonized fulfillment.
An example of a request for a new employee follows :
Beyond functionalities and configurations, an Octopus specialist can guide and support you in your project. Click here to see the various services offered by Octopus.
Feed all of your hardware assets, software and documents into Octopus for centralized maintenance of your physical and logistical inventory.
It isn’t easy to record the assets and configurations of an infrastructure in a single place, and to be able to track them through numerous business actions to add, move, change or remove them. The CMDB is a relational database containing physical and logical elements (called “configuration items” or “CI”).
We know the vital importance of the CMDB in delivering services to business entities.
A sound, well-built CMDB reflects the infrastructure and the relationships between its various components clearly. It is the heart of a request management tool.
The configuration elements included in the CMDB can be invoked in the different types of requests, as illustrated above. These interactions and relationships between the CI inform the various assignees of the :
The flexibility of the CMDB also makes it possible to implement specialized solutions, such as access management (click here for more information about the solution).
At last, you can get operating reports that tell you the efficiency of your IT service either in real time or for a specific period.
Without a doubt, reports top any manager’s wish list. But a swarm of questions arise when the time comes to define them. The possibilities are so endless that IT organizations no longer know which elements to show, how to display them, how often, and so on.
Octopus offers an array of integrated reports that present operating statistics of interest based on different parameters.
The graph for the number of incidents per month allows viewing of the number of incidents created and solved each month, as well as how the workload is changing (unresolved incidents) and incidents that were not resolved on time. The mining option allows access to the incidents behind the various columns so they can be analyzed.
Do not wait for perfection before measuring. Key performance indicators (KPI) are a great way to take stock of your situation :
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