To provide excellent service, your help desk must be a well-oiled machine. Everyone should have his or her marching orders, because without assigned tasks and order, you risk having multiple techs work on the same task, or some tasks sitting dormant until a customer complains.

Your help desk is your first line of customer support, so they must be agile and ready to handle any technical issues the client throws their way.  Without an efficient help desk, you’ll not only be drowning in tickets, but your customer service levels will suffer.  So how do you take charge of your help desk and get your service delivery up to the standards your client demands?

Check out our 5 Tips to Fine-Tune your Service Delivery:
1.    Define Your Ticket Process

Everything needs to be a ticket. Whether it’s an internal request or an external request, everything needs to be trackable, and a ticket makes it so. Create a service board for each type of request, so each support team only sees what’s relevant to them.

2.    Automate Ticket Creation

By creating unique email addresses that push to your service board, you can automate the ticket-creation process, so your team can spend more time servicing tickets than creating them. For instance, if a customer emails a request into customersupport@yourcompany.com, it will automatically push a service ticket to your external support service board. Tickets can also be automated via a portal, system-generated alerts or other integrations.

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3.    Use Closed Loop Communication

To avoid leaving a key team member out of the loop, used Closed Loop, a feature in ConnectWise that includes every team member on every email communication, so no one is left out of the loop again. You can easily update tickets with time, statuses, and notes for everyone to see.

4.    Create Accountability

You can use standard service templates to populate tasks, so everyone has their marching orders. Beyond that, send status updates to customers and resources, informing relevant parties of where the project is in its lifecycle. And finally, use workflow management rules, so if something sits dormant for too long, you’ll be notified.

5.    If it Can’t be Repeated, it’s Not Worth it

The purpose of having a process is to ensure efficient, consistent, and clear communication so customer issues can be remedied in a timely manner. These processes should be uniform and able to be repeated to assure quality.

Subscribe to the ConnectWise blog for more tips from industry experts; and visit our website to learn how ConnectWise can help supercharge your service delivery.

Service Delivery Best Practices

Discover the 5 ways to increase client satisfaction and profits in this free eBook.

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Service Delivery Best Practices

Discover the 5 ways to increase client satisfaction and profits in this free eBook.

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Craig Fulton

Craig Fulton

Craig’s IT career began in 1995, with a letter from the U.S. Marines declaring that his specialty would be ‘Small Computer Systems.’ He achieved certifications in Lotus, Novell, Microsoft, and Cisco. After the Marines, he...

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2 thoughts on “5 Tips To Fine-Tune Your Service Delivery

  1. I appreciate the information on fine tuning your delivery service. I agree that it important to create accountability and ensure that your company is doing the best it can and that others can see that. My brother is looking for a delivery service for his business, I will be sure to share this information with him.

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