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.

Flipping the Odds for Digital Transformation Success

The pandemic caused seismic shifts. One of the most notable is the dramatic escalation in digital transformation initiatives. According to CIO Dive, 79% of digital transformation budgets grew in response to the pandemic – and 26% grew “dramatically.”

Unfortunately, BCG research shows that 70% of digital transformations fall short of their objectives, often with profound consequences. Pat Calhoun, founder and CEO of Espressive, and Declan Morris, Cloud Transformation Advisor at Amazon Web Services, discuss how to flip the odds for digital transformation so that you have a 70% chance of success versus failure.

Viewing this webinar you will gain insight into:

• How digital transformation fails to meet objectives in unexpected ways
• What you can do to flip the odds from failure to success
• Why conversational AI for employee self-help is key

Speakers:

Declan Morris
Transformation Advisor, Amazon Web Services

Declan Morris is a Cloud Transformation Advisor to private equity executive teams and their portfolio companies at AWS. Prior to that, Declan was CIO at Splunk, and has also held various executive positions at eBay, PayPal, Goldman Sachs, and Charles Schwab and Company.

Pat Calhoun
Founder and CEO of Espressive

Pat Calhoun is the founder and CEO at Espressive where he’s set to transform the enterprise self-help experience to a consumer-like approach while significantly reducing costs. Prior to Espressive, Pat was SVP of product at ServiceNow, a general manager at McAfee, and GM of the the Cisco identity business.