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USP for Client Acquisition:

  • Industry-leading Managed Support (reliable, timely service, & more)

  • Flow Management is a foundational driver for switching to ServiceNow
    Research shows that the capabilities are "must-have" requirements.

  • Client ROI for ITSM, ESM & CSM improvement projects

  • Flow Management will be developed for Ivanti & Jira too.
     

Value-add for Existing Clients:

  • Transition mid-contract to optimised Support Service Delivery

  • Permanently convert "red & amber support" to "green"

  • ServiceNow consultancy - ROI for ITSM, ESM & CSM improvement.

 Firstly.. please read the Managed Service marketing illustration 

 Also, the customer acquisition infographic 

 Then lastly, before discussing prospects, learn all about Flow Management from the customer's perspective... 

IT Support: Slowness - gone. Unresponsiveness - gone too. Just IT customers satisfied with Enabled Teams.

Removing the service quality issues no Experience Management practice can, and with strong financial benefits, what greater ServiceNow advantage to be had? 

 Especially for busy teammates with long ticket queues, did you know that the reality of IT support looks like this?  
  • Frequent slowness and failure to meet needs at all means a quarter of initially incomplete support becomes a bad service experience.*
  • Service customers are reminded of it. On visiting your portal, unmanaged tickets are shown, with no indication of when progression will happen.
  • Managers must find time to coordinate progression - something that rarely happens.
  • So, customer effort is needed to chase a response. With no escalation process though, a chase is usually just a ticket update.
  • But support is unresponsive too. Ticket updates often aren't seen or quickly answered. Generally, customer conversations aren't fluid and often fail.
  • A "multi-chase" happens often. But unless it's formal by phone, no process means occurrence is undetected. Already frustrated recipients are still ignored. Frustration mounts. 
  • Appointment requests are not coordinated either. A ticket update noting a customer's availability is easily missed.
  • The potential for frustration and failure is maximised. Teammates work in ticket queue silos. Timeliness relies on just one person. Everyone is a potential point of failure.
​​
  ITIL processes, by proxy of ITSM tools, do nothing to address these issues.
​
 And that's not all... 
Slow & Failed Service quartile - are you here.png
  Surely it's high time you stopped ignoring your customers?  
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 The Future of Support is Flow Management 
**
 Simply an adjustment, Flow Management continuously guides: 
  1. The right activity at the right time.
  2. Exceptional team-based performance.
  3. The essential for successful AI & Knowledge Centred Service - thorough ticket journaling.
     
Watch the video to see how it compares. Read the White Paper to get why ITXM needs Flow Management. Get a quote. Then decide if the move is for you.
Use Ticket-Based SLA's? AP introduces accuracy and validity, removing the need for manual data editing and weak representation of performance. A scoop for
Managed Service Providers
(read the marketing illustration)
"Gauging attentiveness, Flow Metrics reflect the real service experience."
Also in the White Paper: Enable the
 Digital Channel Service Desk 
through Portal Purposing
 Key outcomes... 

With Optimal Work Schedules & Exceptions Management,
teams control timeliness & delivery expectations, for service quality.
 Happier teams form superior service. 
Naturally, attentive support, true contribution recognition & teamwork benefit company culture & employee experience. The likelihood of staff leaving is halved (research by Gallup Inc.)
Slow & Failed quartile_Fix_.png
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Get a quote & ROI illustration
If you suffer unmanaged backlog and chased tickets, see why Flow Management might be the best investment you'll ever make...
 See What's included...  
Further practices for Flow Management include:
 
  • Portal Purposing: Enable the Digital Channel Service Desk (we target less than 5% phone channel use).
  • Team Together integrated asynchronous collaboration enabling teams to learn from one-another and minimise reassignment of tickets, for even quicker service.
  • Continual Procedural Improvement - capture and coordinated removal of all operational problems (exceptions), to reach fully standardised, lean service.
  • Quality & Security Protection - oversee all of a service inductee's work.
     

* 2023 HappySignals Incident data profile: large organisations and Managed Service Providers who practice ITXM.
** Based on Opimise research. AP is Patent Pending in the USA.

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