Create an effective omni-channel self-service capability within 3 months!
Gain a modern automated omni-channel contact strategy suited to users’ demographics and preferences, delivering the same experience through each channel, where Self-service is the users’ first port of call to resolve issues fast and get what they need, when they need it; and where service desk agent workloads are significantly reduced through automation of common requests.
Self-Serve: Achieve a 30% increase in Self-Service Adoption in 3 months.
Contact and Channel Strategy: Change from old manual methods to modern consumer focused automated methods.
Service Desk Capacity: Increase service desk capacity by reducing activities by 40% in 3 months.
Missed SLA’s: Reduce missed SLAs by 25% within 3 months.
Staff Overtime: Reduce staff overtime costs by 25% in 5 months
We achieve these outcomes through four enablers:
Adoption Benchmarking: Analyse your customers’ journey profiles, their needs, their priorities and how they interact with the business and IT.
Contact and Channel Strategy: Define a strategy to better direct your engagement and support efforts across appropriate channels for the target audience.
Accelerated Service Catalog: Critical mass service catalog with 100+ ready-made commonly service requests in just 2 weeks.
Fulfilment Automation: A combination of automation capabilities for traditional channels and fulfilment requests.
Fusion AI Talos
Benchmark your customers’ journey profiles, their needs, priorities and how they interact with the business and IT.
Tailored, omni-channel engagements powering the future of work.
Rapid Task Automation
Power up digital initiatives through rapid identification and automation of repetitive manual tasks.
Accelerated Service Catalog
Rapidly enable user communities with critical mass
service catalog thereby creating service desk capacity in 2 weeks.