Changing the Mindset of Your Employees with Service Portal Adoption
An employee service portal can alleviate the pressure of crowded help desk phone lines and mountains of repetitive tickets — if your employees actually use it. In organizations that adopt a service portal, ticket resolution times decrease by 13% compared to using email for ticket entry!
In addition to reducing ticket resolution times, this webinar will also show you how adoption of your self-service portal can improve both customer satisfaction (CSAT), overall service desk efficiency, as well as increase collaboration across the organization.
We’ll also introduce you to FirstHealth of the Carolinas, as they share how they creatively pushed portal adoption throughout their large organization, turning thousands of potential help desk phone calls into thousands of quickly-resolved tickets.
What you will learn in this webinar:
- Current state of support channel usage within organizations (email, phone, portal, self-service)
- Predictions for the shift in which support channels organizations will prioritize moving forward
- Benefits of adopting an employee service portal within your organization
- Real-life examples of how FirstHealth of the Carolinas implemented a successful service portal adoption campaign to proactively alleviate a flood of support phone calls as they transitioned to a new electronic health records system
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Senior Manager, Customer Success
Kyle Shepard is Senior Manager, Customer Success at Samanage. After spending years working to make Samanage customer's successful, he brings best practices and unique insights to growing a service management strategy in an array of industries and company sizes.