Support Anywhere
To boost productivity and customer satisfaction, Target replaced an antiquated call center model with Support Anywhere - an application that gives employees instant access to IT support using a mobile device or desktop browser. Gone are the days of numerous phone calls, searching for information and spending 30 minutes reporting a single issue. Now, raising an incident takes less than a minute and the application guides the employee through the entire process - ensuring pertinent information is captured and members are routed to the appropriate support group. Agents have the ability to handle multiple cases in parallel using chat functionality, drastically improving response times. Since it went live, the application has delivered an 89% reduction in Mean Time to Restore (MTTR) for low-severity incidents — from 77 hours to 8.3 hours.
Training Management System
The USPS IT organization partnered with Accenture to develop a dynamic Training Management application that has changed the way IT manages training activities. The application provides training controls, effective management and extensive reporting capabilities to the organization. With an automated training request approval process and controls, budget and training constraints are realized at the time of submission, allowing management to process high volumes of training requests more efficiently and cost effectively. Additionally, this user-friendly app provides a drill down functionality giving management insight into cost drivers and burn rates in comparison to the annual budget. With this level of transparency, managers can now effectively forecast training costs, year over year, to ensure workforce-learning goals are met on-time and within budget.
Employee Experience Management
HappyNow is a mobile-ready employee experience management tool aimed at creating happier employees and motivated service desk agents. It provides NPS style questionnaires for employees, which are sent from ServiceNow when requests are resolved. Service desk managers and agents receive comments that employees have sent in a live feed format, and can see metrics of how each team and agent is doing. Measurements take into account factors such as recommendations, lost working time, employee profile and focus factors. The application brings transparency to quality of service, and shifts focus to customer satisfaction - rather than simply aiming for fast closure times.
Learn More: Video
