The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
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#atlassian
description
According to Forrester, 72 percent of customers prefer to self-serve when seeking answers to questions. Learn how Atlassian's legal team has handled a twofold increase in service requests by using JIRA Service Desk to automate business processes and workflows, create a self-service catalogue to reduce the team's workload, and prioritize high-impact requests and issues.
Transcript of The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
#atlassian
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
The “Do It Yourself” service desk
Contract review requests
+100%
Internal customers growth
+200%
Introducing the Legal Express Lane
72% of customers prefer to self-serve to answer their questions
Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.
Creating a self-service desk
Creating a self-service desk
1. Track the process
Creating a self-service desk
1. Track the process 2. Find the "low hanging” service requests
Creating a self-service desk
1. Track the process 2. Find the "low hanging” service requests3. Enable self-service
1) Track the processLego Explorer by JonoTakesPhotos
2) Find the “low hanging” service requestsRisk
Impact
2) Find the “low hanging” service requests
Focus legal resources here
Risk
Impact
2) Find the “low hanging” service requests
Focus legal resources here
Legal Express Lane
Risk
Impact
Self service by Mark Skipper
I need a kick-a$$ idea for our next JIRA Service Desk Marketing campaign!
– Christophe Capel, JIRA Service Desk Marketing”
“
You mean, you need a
Chuck Norris idea, right?”“
go/legal
Matthew Rasmussen, Atlassian’s Legal
Last quarter, thanks to the Legal Express Lane, 43% of the contract submissions required no material legal review.
– Matthew Rasmussen, Atlassian’s Legal”
“
Results
Thank you!
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
