DIY service desk - maximizing the value of self-service

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According to Forrester, 72% of customers prefer to self-serve to answer their questions.

In this presentation, Christophe demonstrates how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues.

JIRA Service Desk is a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level.

JIRA Service Desk is available now for a free 30-day trial, OnDemand or download at https://www.atlassian.com/servicedesk

To watch the webinar, go to http://blogs.atlassian.com/2014/06/diy-service-desk-webinar/

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DIY service desk - maximizing the value of self-service

  1. 1. CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL The “Do It Yourself” service desk
  2. 2. Contract review requests +200%
  3. 3. Internal customers growth +300%
  4. 4. Introducing the Legal Express Lane
  5. 5. 72% of customers prefer to self- serve to answer their questions Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.
  6. 6. Creating a self-service desk
  7. 7. 1. Track the process Creating a self-service desk
  8. 8. 1. Track the process 2. Find the "low hanging” service requests Creating a self-service desk
  9. 9. 1. Track the process 2. Find the "low hanging” service requests 3. Enable self-service Creating a self-service desk
  10. 10. 1) Track the process Lego Explorer by JonoTakesPhotos
  11. 11. 2) Find the “low hanging” service requests Risk Impact
  12. 12. 2) Find the “low hanging” service requests Focus legal resources here Risk Impact
  13. 13. 2) Find the “low hanging” service requests Focus legal resources here Legal Express Lane Risk Impact
  14. 14. Self service by Mark Skipper
  15. 15. I need a kick-a$$ idea for our next JIRA Service Desk marketing campaign! – Christophe Capel, JIRA Service Desk Marketing ” “
  16. 16. You mean, you need a Chuck Norris idea, right? ” “
  17. 17. go/legal
  18. 18. Matthew Rasmussen, Atlassian’s Legal
  19. 19. Last quarter, thanks to the Legal Express Lane, 43% of the contract submissions required no material legal review. – Matthew Rasmussen, Atlassian’s Legal” “
  20. 20. Results
  21. 21. • Atlassian Foundation! • Atlassian Talent Other examples
  22. 22. Melissa Beaumont Lee, Atlassian’s Foundation
  23. 23. Thanks to our Foundation service desk the Manila team was able to fundraise for the typhoon victims while I was away and I didn't have to manually manage the process. – Melissa Beaumont Lee, Atlassian’s Foundation ” “
  24. 24. Juliette Amitai, Atlassian’s Talent
  25. 25. Saying thanks to fellow co-workers is now taking half the time it used to. Now it takes less than 2 minutes with simple steps and drop down menus, making everyone’s life a whole lot easier! – Juliette Amitai, Atlassian’s Talent ” “
  26. 26. Thank you!

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