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.

Coronavirus: Automating Your Help Desk During a Pandemic

With the COVID-19 pandemic, organizations are making it mandatory for employees to work from home for an extended period of time. Many of these employees have never done this before, and the onus is being placed on IT to ensure employee productivity.

While IT resources are trying to figure out how to enable all employees to work remote, those same IT resources need to staff the help desk. This has resulted in help desk wait times that stretch multiple hours.

All of this is compounded by the fact that work from home policies are changing on a daily basis, making it very hard for IT to effectively respond to questions—so they keep answering the same questions over and over again.

Join former CIO at Splunk, Declan Morris and Espressive CEO, Pat Calhoun as they discuss what customers are doing to cope with the new strain put on their IT service management teams due to the pandemic.

You will learn:

• Data on top pandemic call drivers to be better prepared
• Best practices that are maximizing help desk and employee productivity
• How to get started fast using intelligent automation to make a difference

This webinar will prepare you to automate your help desk to respond to this crisis.

Declan Morris, former CIO at Splunk

Declan Morris has more than twenty years of corporate leadership experience leading all aspects of IT and digital transformations across multiple sectors including financial, consumer, digital media, and enterprise software. As Executive In Residence for Costanoa Ventures, Declan currently advises infrastructure companies on product market fit, go to market strategy, and scaling. During his six years at Splunk, Declan served as Chief Information Officer where he led the IT organization through an intensive hyper-growth period that saw revenues soar tenfold. Declan has also served in various IT leadership positions at eBay, PayPal, Goldman Sachs, and Charles Schwab & Co.

Pat Calhoun, CEO and Founder of Espressive

Pat is a visionary leader with an intense focus on user experience and customer adoption. As CEO at Espressive, Pat is set to transform the enterprise self-help experience to a consumer-like approach that drives employee adoption and significantly reduces help desk call volume. Pat’s first startup, Airspace, grew revenues to over $80M in two years before being sold to Cisco for $450M. Pat served as senior vice president of product at ServiceNow, general manager of the network security business for McAfee, CTO for the Cisco switching, routing, wireless, and security access business, and GM of the Cisco identity business. Pat holds 35 patents and has been published in more than 16 publications.