Pulse Report: Strategies for HR Service Management Summary Results

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.

Pulse Report: Strategies for HR Service Management Summary Results

The Pulse Report on Strategies for HR Service Management explores whether HR leaders are investigating new innovations to enhance the employee experience. The report seeks to understand how HR service management is being delivered and received today, and whether there are opportunities for improvement by incorporating AI in the form of a chatbot.

Are current HR service delivery methods efficient? Are HR teams satisfying employees or leaving them frustrated? If AI were brought in to help, what capabilities would be most important? How many HR leaders are currently considering incorporating a chatbot?

This report reveals key findings including (but not limited to):

• Top HR initiatives in 2019
• How HR is organized for HR service management
• Employees' biggest complaints about getting answers from HR
• Top challenges related to new-hire onboarding
• The role that IT serves in the decision-making process