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Christophe Capel, The 'Do It Yourself' Service Desk

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According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate how Atlassian’s IT team built a self-service desk for its legal team to …

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

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  • 1. CHRISTOPHE CAPEL The ‘Do It Yourself’ Service Desk
  • 2. The “Do It Yourself” service desk CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
  • 3. Contract review requests +200%
  • 4. Creating a self-service desk
  • 5. Creating a self-service desk 1. Track the process
  • 6. Creating a self-service desk 1. Track the process 2. Find the "low hanging” service requests
  • 7. Creating a self-service desk 1. Track the process 2. Find the "low hanging” service requests 3. Enable self-service
  • 8. Lego Explorer by JonoTakesPhotos
  • 9. Find the “low hanging” service requests Risk Impact
  • 10. Find the “low hanging” service requests Risk Impact Focus legal resources here
  • 11. Find the “low hanging” service requests Risk Impact Focus legal resources here Legal Express Lane
  • 12. Self service by Mark Skipper
  • 13. I need a kick-a$$ idea for our next JIRA Service Desk marketing campaign! “ ” – Christophe Capel, JIRA Service Desk Marketing
  • 14. You mean, you need a Chuck Norris idea, right? “ ”
  • 15. Matthew Rasmussen, Atlassian’s Legal
  • 16. Last quarter, thanks to the Legal Express Lane, 43% of the contract submissions required no material legal review. “ ” – Matthew Rasmussen, Atlassian’s Legal
  • 17. Results
  • 18. Other examples ATLASSIAN FOUNDATION TEAM ATLASSIAN TALENT TEAM
  • 19. Melissa Beaumont Lee, Atlassian’s Foundation
  • 20. – Melissa Beaumont Lee, Atlassian’s Foundation 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. “ ”
  • 21. Juliette Amitai, Atlassian’s Talent
  • 22. – Juliette Amitai, Atlassian’s Talent 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! “ ”
  • 23. THANK YOU

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