IT Service Desk Analytics
IT service leaders deliver continuous improvement while enhancing the employee experience with Communications Mining
Mine voice and text communications to extract insights that boost IT service efficiency and improve the employee experience.
Problem
From simple password resets to complex technical challenges, IT service teams are inundated with requests. Across large and distributed teams, it is difficult to track queries, monitor trends and keep up with service demand.
IT service leaders lack the data they need to cut costs, adhere to SLAs and deliver a consistent, high-quality employee experience. Manual processes to capture management information (MI) are costly and time-consuming.
Solution
Re:infer Communications Mining understands every IT service request across all channels, whether voice or text-based. It automatically extracts valuable insights and classifies requests to create a detailed dashboard of IT Service Desk demand.
Real-time reporting and alerts enable IT service leaders to get ahead of emerging issues faster. Historical and conversational analytics enable them to identify root causes and continuously improve the employee experience.
Benefits
Communications Mining helps you understand IT service demand and operations at speed and scale, enabling you to:
Increase operational efficiency and performance
Realise faster, more accurate and cost-effective MI capture. Eliminate long user wait times with improved ticket intelligence and faster issue resolution. Achieve faster identification of change and automation opportunities for cost reduction and improved efficiency.
Enhance the customer experience
Identify the root causes of customer dissatisfaction, and proactively implement solutions to improve CSAT for a better service experience.
Monitor and optimise agent performance
Boost IT service team performance and productivity to reduce handling times and improve SLA adherence. Identify and encourage the agent behaviours that contribute to employee satisfaction and faster resolution.
“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever.”
<small>Matt Churchill, Head of Futures<small>
Hiscox saves £240k and halves handling time with Communications Mining
Specialist insurer Hiscox used Re:infer Communications Mining to discover process inefficiencies in its underwriter workflows.
- £240k saved in FTE cost avoidance
- Time taken for work to enter workflow down from 2-3 days to 2 hours
- Request turnaround reduced from 5-7 days to 3.7 days
Communications Mining Explained
Communications Mining provides accurate, scalable and repeatable conversation analytics capabilities for discovering change opportunities.
Using state of the art natural language processing technology, Re:infer detects process inefficiencies, exceptions and risks expressed in communication data.
Communications Mining is suited to multiple cost levers, including automation, self-service, workflow, systems and data.
- <sub>1<sub>Zendesk, “The Zendesk Benchmark: Your Prescription for Optimizing Customer Service”, Accessed November 26 2021
“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever."
