From "email integration" to seamless customer service

Ilkka Puikkonen | 24.01.2019
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Blog, service desk, customer experience, customer service, CSM

Service Integration case study

 

“We run a service desk tool, which my team and I use to generate tickets every day. We probably log about 100 support calls a day, but only about 20 of those of are things we can fix ourselves. The other 80 go off to third parties who either just take over the whole ticket from us till resolution, or we act as a middleman, going back and forth between our customer and the supplier. Either way, a majority of tickets end up as multiple support calls across different suppliers and...

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Searching for a solution to fix your fragile software integrations? Read this first!

Juha Berghäll | 15.01.2019
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customer service, Blog, service desk, hubspot, salesforce, integration, servicenow, jira

Most businesses think they are doing alright when it comes to software integration. Yeah sure, they are a bit rough around the edges, but who’s integrations aren’t right? Wrong!

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Can you really integrate ServiceNow, Salesforce and Jira?

Ilkka Puikkonen | 04.12.2018
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servicenow, jira, salesforce, service management, service desk, service improvement, ITSM, customerexperience, Blog

Yes. Of course you can!

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3 practical tips for better employee experience through higher performing service integrations

Juha Berghäll | 06.11.2018
Happy businesswoman showing thumb up over gray background. Wearing in blue shirt and glasses. Looking at camera
Blog, employee experience, service desk, HR

“What!? Employee experience is an IT thing?...

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10 software integration Tips for Service Desk Managers

Juha Berghäll | 30.10.2018
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Blog, service desk, oneioforiIT

Leading the service desk during a complex service integration projects and implementations comes with a wide range of unique challenges. You are very much the single most important interface between the strategic layer of the work and the day-to-day delivery. You will have people asking for your attention from multiple directions, above, below and from the customer base too. So being flexible and acutely aware of what is going on around you, is vital to your success.

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Optimising service desks for SIAM

Ilkka Puikkonen | 16.10.2018
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Blog, ebooks, SIAM, service desk, SIAM integrations, ITSM

How SIAM Changes the Role of IT in Your Business?

You may have heard the term ‘service desk brokers’ thrown around a bit in the last few years, particularly at big events or in industry publications. The premise of a service desk broker, rather than a service desk analyst or technician is quite simple. A traditional analyst/techy role is an expert in solving problems around specific platforms or technologies. A broker role is introduced when the number of technologies and third parties used grows and you...

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Five top tips for Service Desk Managers working with SIAM

Tiina Eronen | 27.03.2017
Blog, SIAM, SIAM integrations, service desk

Whether you are living the SIAM dream already or just researching whether it is the right approach for you, the needs and future of the service desk will very likely be the front of your mind.

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Your service desk has how many suppliers!? Running a multi-vendor environment is no simple task

Juha Berghäll | 06.06.2016
Blog, service management, service desk

We have become very used to managing services and support staff and our own IT environments, which often means the idea of adding greater complexity through the use of more suppliers can seem daunting.  So beyond the cost, why is it useful and how can you actually use the introduction of more suppliers as an advantage?

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Delivering business support services in digital era - My users are driving Teslas - All I need to deliver is the electricity?

Juha Berghäll | 15.01.2016
Blog, service desk, ITSM, Cloud

It’s not a news flash anymore that the corporate market is characterised by consumerization and exponential growth of data volumes, business applications and devices as new technologies become more commonly adopted.

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