DIY service desk - maximizing the value of self-service
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CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL The “Do It Yourself” service desk
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According to Forrester, 72% of customers prefer to self-serve to answer their questions. In this presentation, Christophe demonstrates 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. JIRA Service Desk is a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk is available now for a free 30-day trial, OnDemand or download at https://www.atlassian.com/servicedesk To watch the webinar, go to http://blogs.atlassian.com/2014/06/diy-service-desk-webinar/
Transcript of DIY service desk - maximizing the value of self-service
C H R I S TO P H E C A P E L • S E N I O R P R O D U C T M A R K E T I N G M A N AG E R • AT L A S S I A N • @ C H R I S TO P H E C A P E L
The “Do It Yourself” service desk
Contract review requests
+200%
Internal customers growth
+300%
Introducing the Legal Express Lane
72% of customers prefer to self-serve to answer their questions
Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.
Creating a self-service desk
1. Track the process
Creating a self-service desk
1. Track the process 2. Find the "low hanging” service requests
Creating a self-service desk
1. Track the process 2. Find the "low hanging” service requests3. Enable self-service
Creating a self-service desk
1) Track the processLego Explorer by JonoTakesPhotos
2) Find the “low hanging” service requests
Risk
Impact
2) Find the “low hanging” service requests
Focus legal resources here
Risk
Impact
2) Find the “low hanging” service requests
Focus legal resources here
Legal Express Lane
Risk
Impact
Self service by Mark Skipper
I need a kick-a$$ idea for our
next JIRA Service Desk
marketing campaign!– Christophe Capel, JIRA Service Desk Marketing”“
You mean, you need a
Chuck Norris idea, right?”“
go/legal
Matthew Rasmussen, Atlassian’s Legal
Last quarter, thanks to the Legal
Express Lane, 43% of the contract
submissions required no material
legal review.– Matthew Rasmussen, Atlassian’s Legal”
“
Results
• Atlassian Foundation!• Atlassian Talent
Other examples
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.– Melissa Beaumont Lee, Atlassian’s Foundation
”
“
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!– Juliette Amitai, Atlassian’s Talent
”
“
Thank you!
