Should service management tools be automated?

Service-led companies spend a lot of time handling problems. And tracking these jobs from start to resolution is crucial. However, all too often assignments are reactive. And this break-fix model can be a drain on resources.

Helping to get things done quicker, easier and cheaper, automated cloud-based service management tools are shaking up the industry.

Here’s why service management tools should be automated.

It aids customer service

Having automatic problem resolution tools allows staff to focus on the customer rather than figuring out how to solve the problem.

It supports proactive fixes

AI and automation can be used to help machines to identify potential issues. And to raise incident tickets before there is a problem.

It reduces duplication of effort

For example, because everything is available via the cloud, your engineers can fill in automated forms using any mobile device, with protocols established that require all fields to be submitted. This information then automatically syncs with your back office systems, in real-time. So there is no need for your support staff to duplicate this information into another system.

It can identify solutions as well as problems

As well as diagnosing problems remotely, we are entering an era where service management tools are also capable of determining the resolution to the problem. Smart connected technology will soon be able to:

  • Use sensors to predict when maintenance is required
  • Trigger a service call
  • Order the parts necessary to fix any issues
  • Provide detailed instructions for technicians where human intervention is needed
  • Take itself offline for support (at the best possible time).

It can help generate new business

The less time your staff need to deal with problems, the more your company can focus on creating new opportunities and converting leads.

It reduces the amount of training time necessary

Automation enables companies to put recruits into revenue raising roles and – because machines do most of the work needed to identify problems – this reduces the amount of hands-on training necessary. This is particularly useful at a time where technology is changing so fast it can be difficult to keep up.

It reduces the admin burden

By using software to perform mundane and repetitive tasks, processes are simplified, standardised, and streamlined. This helps to reduce the time your people spend on paperwork while upholding regulatory compliance.

It helps you to save money

Businesses across the UK and US are wasting a whopping £8.15bn a year by using different tools to manage similar services across their organisations[1]. So there are cost-savings to be hand through streamlining.

What’s more, by moving to a predictive maintenance model, companies can accurately predict how long they can last before spending time and money on fixes.

It helps improve your reputation

Standardised practices simplify execution and reduce the risk of human error. This, in turn, results in a boost in service levels. And, the better your service, the more your business will be viewed in high regard.

It boosts productivity

The transition from pen and paper to workflow-based software results in higher levels of efficiency and productivity. More gets done faster.

Don’t get left behind!

Today, developments in machine learning and artificial intelligence are propelling advancements in automation. Indeed, automation is set to boost efficiency in directions we can’t even begin to imagine. Investing in the cloud-based service management software can help your business to prepare for, and capitalise on this change.

For more information on how our service management software can help you, contact us today for an informal chat.

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[1] http://www.cbronline.com