Conference Day Two: Wednesday, 1st May 2019
Wednesday, May 1st, 2019
11:10 AM CASE STUDY: Exploring How Fujitsu are Transforming Technical Service Desk Initatives Towards Automation
Technical service desks are less predictable than contact centres, so it can be challenging to find commonality in such a diverse range of questions when attempting to automate. Before implementing self service automation Fujitsu has undergone a transformation to develop a successful and structured program around automating the internal functions of a service desk.
- Creating better service outcomes by automating repeatable tasks that service desks perform
- Detailing a long-term automation plan rather than random ad hoc implementation
- Advancing to self-help automation following efficient and effective internal automated operations