Help Desk and functional support can include millions in operational expense for a company with many thousands of users. They may be required to support internal or external employees and partners on a global basis. The costs associated with these operations are usually considered hard costs and the elements of cost generally center around the number of phone calls (or emails), the time it takes to process that phone call, and the additional number of phone calls, interactions and escalations required to resolve the problem, in total. The core of the value drivers centers around reducing the number of calls that must escalate to functional support and the time spent by functional support in trying to resolve these issues.
For parties interested in User Experience Management.
Pro-active support takes the organization from reactive to Service 2.0. With Knoa EPM dashboards, you can see all problems before they are reported across the entire use base. This remarkable insight allows you to be pre-emptive in resolving key user issues and challenges that could otherwise negatively impact business operations.
This solution set can potentially deliver millions in annual savings to the bottom line of your organization. Contact us to learn more and consider a return on investment analysis.