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.

Solving People and Technology Challenges With AI

Work from home mandates have created new challenges for HR. While 41% of employees are more productive from home, 31% are struggling. Not surprisingly, 70% say this is the most stressful time of their lives — bringing employee well-being to the forefront. As enterprises move from crisis to the recovery stage of the pandemic, Gartner reports "Future of Work" has moved from the fifth to the top HR initiative. HR and IT leaders are working together to enable automation and AI adoption, while keeping employee experience a key priority.

Criss Marshall, CMO and Employee Adoption Evangelist at Espressive, identifies:

• The 6 problems a virtual employee assistant will solve
• The key to deploying fast with ROI on day one
• How to increase the efficiency of HR service management

Criss will share a case study where HR and IT worked together to transform employee self-help into a consumer-like experience, resulting in increased workforce productivity and satisfaction

Speakers:

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."