2. Self-Help and Automation
It’s time to grow up.
Sean Kirby
Vice President, Support Center

3. Growing Up
Just as kids grow and mature in to being self-sufficient, so has the technical support tools we use.

4. Traditional Support Challenges
Request for Help
Resolution
Takes time
May get passed off
Knowledgebase dependent
Susceptible to human error
Not always available

5. The Simple Truth Labor accounts for 80% of support costs
Technology now exists to drastically lower operator assisted help requests
Gen Y/Z much prefer to resolve issues themselves
Tolerance levels for great customer service is low

6. Boost customer satisfaction
Self-Help and Automation
Self-Help technologies empower the end users to resolve requests for help.
Automation solutions automate common, repeatable tasks.
Boost customer satisfaction
Cut support
costs
Improve
employee
productivity

7. Cut Support Costs The Big Three Volume Handle Time Availability
The days are long gone when it was okay to answer an inside 24 hours. Some 39% of modern consumers expect a reply within four hours. Twitter and Facebook users have even less patience: 55% of social media users want an answer in less than four hours.

8. Boost Customer Satisfaction
72% of people expect an option for Self-Service”
Use of help or FAQs on a company's website increased from 67% in 2012 to 81% in 2015
Online forum/community use jumped from 31% in 2012 to 56% in 2015
- Forrester
By enabling and empowering users to find answers themselves, their customer satisfaction rating increase and they are more likely to continue using your service.

9. Improve Employee Productivity
“86% of workers lose two days of work a month due to IT related issues.”
- Forrester
“Since the 1972, technology has led to a 480% increase in productivity per hour”
- CEBR
Technology plays an enormous role in the productivity of a teacher, student or staff members. Providing users with multiple channels of support, including self-service combined with automation technology increases speed to resolution and get the user back to a productive state. CEBR - Centre for Economics and Business Research

10. Use Cases User Requests Restart Service Schedule Server Restart
Extend Storage (Mail, NAS, etc.)
Unlock Account
Provision Storage
Reset Password
Request System Access
Guest WiFi Request
Incident Self-Healing
Low Disk Space Clean-Up
Auto-Expand Storage
Service Restart
Service Self-Healing
App Pool Restart
Server Reboot
System State Check
Identity Management
Create Accounts
Setup MS Exchange Mailbox
Create AD Membership
ERP System Setup
EHR System Setup
Network Share Access
Firewall Access

11. MyIT Demonstration Alexis Bernard Senior Software Consultant
BMC Software, Inc.

12. Q&A