Just as consumers must adapt to the wireless revolution, so must carriers and their employees.
With employees bringing a growing number of work and personal mobile phones into the office and the adoption of more digital technologies, Vodafone’s IT department quickly found itself overwhelmed with nearly a quarter million service tickets each month.
Adding to the mire was the fact that the company’s global footprint meant Vodafone employees had to use 31 separate service desks running 23 different support platforms when seeking assistance.
“With a distributed workforce, when your technology isn’t working, it is as if your office is closed,” said Vodafone’s Head of Service Operation and IT Shared Services Center Karine Brunet. “As a company that strives for absolute excellence in customer service, I knew that we needed to enable employees to proactively and reactively manage their own technology resources, so that we could keep everyone productive, while still able to be in touch with customers at all times.”
In an effort to reduce tech fix wait times and more quickly return its employees to productivity, Vodafone turned to BMC’s self-service app MyIT to streamline its help desk.
Implemented over the course of nine months in 2015, Brunet said MyIT helps Vodafone’s employees address their own issues and get them back on track faster than ever.
“(MyIT) is customized for each user by location, role and personal preferences to guide employees to the specific information and services needed to solve technology-related issues on their own,” Brunet said. “It reduces IT friction and increases productivity among employees because they are able to connect to IT services anywhere, anytime, on any device.
“By helping employees quickly and easily solve IT issues on their own, employees are now able to quickly get back to work with minimal effect on customer service activities,” she said.