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.

Employees Demand Conversational AI. Are You Ready?

The 2020 pandemic caused seismic shifts in every part of your organization. A large percentage of employees have worked remote for a year now with no defined end in sight; cost containment that began last year is impacting 2021 budgets; and digital transformation is a top priority.

So, it’s no surprise that Gartner predicts by 2023, three-quarters of HR service management inquiries will be initiated through conversational platforms. Is now the time to implement a virtual employee assistant (VEA) to automate HR inquiries?

There’s a lot to consider. And it’s not just about choosing the right technology. With only 34% of employees using core HR tools in the past 12 months, how do you leverage change management to ensure adoption of a VEA?

Criss Marshall, our CMO and Employee Adoption Evangelist, will provide data and case studies to help you create exceptional employee experiences.

Speaker:

Criss Marshall
CMO & Employee Adoption Evangelist, Espressive

Criss has a passion for building employee adoption and engagement. Several years ago, she led the corporate rebrand of NetApp, inspiring 15,000 employees around the globe to adopt, embrace, and evangelize the new corporate brand. At Espressive, she developed an innovative Employee Adoption Program that is helping employees consume new digital technology — which is vitally important for the Future of Work where the "employee experience" is now the "digital experience."