The HFS Hot Vendors - Q2 2019 - Excerpt for Espressive

Energy Company Cuts Costs While Achieving Employee Satisfaction and Productivity

Challenges

The IT service desk team at this financial technology (fintech) company used a public-facing IT channel on Slack as a means for employees to get help. This caused a strain on the service desk since agents had to constantly monitor the channel, negatively impacting MTTR and employee productivity. In addition, top use cases required agents to handle them, taking significant agent bandwidth for highly repetitive tasks. Also, while the company invested in building knowledge content in Confluence, they had no visibility into what content was working.

Solutions

By making Espressive Barista available via direct messages on Slack, the number of questions going to the public IT channel was dramatically reduced. Barista integrates with Slack as a native app, answering employee questions or creating tickets in Jira on their behalf. The company automated their top use cases, including one that required a custom integration between Barista and their CMDB, enabled by the Barista Control Center. Also, because Barista enables feedback at the end of every transaction, the service desk team can identify content gaps and required updates.

Results

With Barista integrated into Slack, employees save time by receiving immediate, personalized answers. And with fewer employees relying on the public IT channel, agents are able to focus on more strategic initiatives. Now Barista deflects over 3,300 tickets per month, including 500+ that are fully automated (e.g., VPN connection issues, password reset), significantly reducing MTTR.

With Barista integrated into Slack, employees save time by receiving immediate, personalized answers. And with fewer employees relying on the public IT channel, agents are able to focus on more strategic initiatives. Now Barista deflects over 3,300 tickets per month, including 500+ that are fully automated (e.g., VPN connection issues, password reset), significantly reducing MTTR.

The HFS Hot Vendors - Q2 2019 - Excerpt for Espressive

Espressive was named a Q2 2019 "Hot Vendor" by HFS Research in this report written by Ollie O'Donoghue, Research Vice President. According to the report, the HFS Hot Vendors are "an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice."

Hot Vendors are selected by HFS analysts based on their offerings' distinctiveness, ecosystem robustness, client impact, financial position, and the impact in HFS' OneOffice Framework. The selected emerging players and startups were chosen due to their visions and strategies to impact and disrupt the market.

"At HFS Research, we commonly see that end-users simply don't have the time or appetite to be led around in circles by ineffective chatbots. Espressive has impressively designed a solution that employees actually want to use. This is especially important for IT and business service teams to consider as employee expectations for immediacy at work begins to match demands we see in the consumer space."
-- Ollie O'Donoghue