With a proven track record, our dedicated team of consultants work with our customers to build a strategic relationship that goes beyond the initial implementation.
Implementing self-service solutions brings the potential to realise a number of benefits once the business case exists. However, realising those benefits requires overcoming the challenge of user adoption.
The SDI survey found that typically 86% of companies achieve less than 40% adoption or success rate with their findings, highlighting the key inhibitors being:
- 22% User enrollment
- 22% Authentication process
- 38% Users prefer the Service desk
- 9% Users are on external networks
- 4% Users can locate the self-service portal
- 5% Other
In our experience, in order to achieve ROI, the solution must:
- Underpin the end to end processes involved
- Evolve to meet the on-going needs of the business and emerging technologies
- Meet security and compliance requirements
But most importantly:
- Realise that users are involved.
Without these principles in place we continue to see these inhibitors as the weak links in achieving success. Even in today’s market where new solutions provide enhanced automation and security, they bring with them new challenges and complexities.
A key differential of the KSS solutions are our investment in achieving high adoption rates. Using our A.C.T methodology, we work in partnership with organisations to achieve 80-90% adoption within the first 3 months. Which importantly, is sustained for the longevity of the Service.
Our team of consultants look at all aspects of delivery, deployment and support to ensure the solution and services meet the business objectives and maps the user journey. In addition, it incorporates the end to end processes of the teams involved whilst providing the required layers of security. Subsequently ensuring compliance as well as providing metrics to monitor, review and refine the solution.
In short, with a proven track record, our dedicated team of consultants work with our customers to build a strategic relationship that goes beyond the initial implementation.
For more information on our A.C.T implementation process please contact us.