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Cask

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  • Unleashing the Power of Self Service
    Unleashing the Power of Self Service
    Mark Smiley and Matt Walton Recorded: Nov 16 2018 36 mins
    There is a great amount of focus (rightly so) that goes into managing contact centers. Driving down the cost per contact is one of the primary objectives of a support organization, and our associates at Cask work closely with our clients to maximize efficiency while maintaining exceptional levels of customer service. Working with the ServiceNow platform, contact center costs can be decreased substantially by enabling a world-class self-service support channel. Our expertise at Cask helps to maximize the potential of self-service by designing the support portal and fortifying it with a top-notch knowledge management process, ensuring that your customers have easy access to relevant and timely information when they need it.

    HERE'S WHAT WE DID WITH BECTON DICKINSON:
    Becton Dickinson was in a position where their consumers had no automated mechanism to seek guidance or submit requests for a specific set of services that a division offered.

    Cask used our capabilities in portal design, knowledge management, and case workflow design to enable consumers to skip the need to email or call a contact center to submit these orders manually. The result was a significant increase in BD’s abilities to fulfill orders, while at the same time decreasing the number of customer contacts via email and phone calls.

    Tune in to find out more.


    ABOUT THE SPEAKERS:

    MARK SMILEY, Principal Advisor, Customer Service Management at Cask
    With over 15 years of operational and consulting experience, Mark works closely with clients to enhance their support organization's capabilities to provide world class customer service in an efficient and empowering way.

    MATT WALTON, Principal Consultant at Cask
    Matt is a global IT leader who's worked various roles within this space over the past 17 years. He has worked in both consulting and industry positions and has focused primarily on the ServiceNow platform and strategic process improvement over the past several years.
  • Decrease the Time to Productivity Gap for Contractors & New Hires
    Decrease the Time to Productivity Gap for Contractors & New Hires
    Kevin Griggs Recorded: Nov 15 2018 42 mins
    Gain actionable strategies and key takeaways to improve your onboarding process by:
    • Decreasing time to productivity
    • Employee turnover
    • Hiring costs

    Identify hotspots in your organization where complicated, antiquated or unconnected processes are holding you back.

    Are you ready to make onboarding a lot faster, easier and more effective?
  • Enterprise Asset Management Success Stories
    Enterprise Asset Management Success Stories
    Jason Love Recorded: Nov 14 2018 11 mins
    Enterprise Asset Management Success Stories with Cask and Stave.
  • Solving the Contact Center Puzzle
    Solving the Contact Center Puzzle
    Mark Smiley and Matt Walton Recorded: Jun 15 2018 59 mins
    Join Cask to learn how different pieces come together to build an awesome environment for all in Customer Service
  • Good, Fast, Cheap ServiceNow HR Case Implementation... Which Do You Pick?
    Good, Fast, Cheap ServiceNow HR Case Implementation... Which Do You Pick?
    Kevin Griggs Recorded: May 29 2018 35 mins
    Join Cask. There’s a lot to be said for standing up a basic ServiceNow HR Case Management implementation. However, “good, fast and cheap” are really difficult to achieve at the same time. Focus on ensuring you get a “good” implementation partner that works with your team and aligns to your HR strategy.
  • Data Matters: Turn ITSM Data into Information to Make Better IT Decisions
    Data Matters: Turn ITSM Data into Information to Make Better IT Decisions
    Kevin Griggs Recorded: May 23 2018 55 mins
    Join Cask for an informative webinar exploring strategies for leveraging the data you already have in your ITSM system.
  • Using All of the Tools to Provide Great Customer Service
    Using All of the Tools to Provide Great Customer Service
    Mark Smiley, Matt Walton Recorded: Apr 30 2018 57 mins
    Join Cask for an interactive conversation and demonstration as our team at Cask highlights the multiple and meaningful avenues of support that your organization can provide to your customers.

    We'll discuss how your investment in the ServiceNow platform can help you deliver best in class support, and review some of the key processes that ensure that an exceptional level of service is provided with every customer interaction
  • Delivering Transformational User Experiences that Drive Results
    Delivering Transformational User Experiences that Drive Results
    Stephanie Otto, Jason Rosenfeld Recorded: Apr 26 2018 49 mins
    Don’t miss this incredible opportunity from Cask to find out key ways to drive successful transformation of ServiceNow in your organization.

    Are you struggling to drive adoption of the platform? Do you need to increase automation, self service and business results? Stephanie Otto and Jason Rosenfeld will analyze the key drivers of digital transformation to set you up for success. You will walk away with actionable elements and methodologies to apply design thinking to create solutions that resonate with your audience and best practices on how to ensure rapid adoption.

    We will demonstrate real world examples of how this has been done effectively and help guide your journey to increase your return on investment and build brand equity.
  • Financial Management in a FITARA World
    Financial Management in a FITARA World
    Moderator: Sean Lingo, Speakers: Suzanne Chartol, Paul Gvoth, Daniel Greer Recorded: Nov 19 2015 56 mins
    With the passage of the Federal IT Acquisition Reform Act (FITARA), agencies are looking for ways to improve IT financial accountability and performance. Cask and Apptio invite you to a live webinar, Financial Management in a FITARA World, where you will learn how to promote transparency in existing IT assets to enable better IT planning and budgeting.

    Register for the webinar to learn:
    •How to drive IT cost savings and efficiencies
    •How to grow a mature financial management capability
    •Best practices to help you achieve FITARA compliance
    •Tools and techniques to better assess and manage your IT planning and budgeting requirements
  • Transforming Higher Ed IT Panel:  Making the Shift to a Services Focus
    Transforming Higher Ed IT Panel: Making the Shift to a Services Focus
    Host: Director of Enterprise Solutions, Jason Rosenfeld Recorded: Oct 21 2015 64 mins
    The fall semester has started at universities across the country, and many schools are beginning to look out into 2016...With over 150 universities across the globe downloading our white paper, Services University: Transform Higher Education IT Organizations with a Services Focus, we thought it made a ton of sense to talk to some of our customers about these topics and share this conversation with you!

    Join us on October 21st, to hear from Cask's panel of university customers who are transforming their IT organizations by making the shift to become a services-focused organization. Cask’s Director of Enterprise Solutions, Jason Rosenfeld, will be hosting a panel with several university leaders, to hear their advice, learn from their successes and pitfalls, and hear what they are looking forward to for 2016. We welcome our amazing panel including:

    Lisa Kass, Associate Director, University of Southern California
    Carol Gonzales, Associate CIO, Cal Poly Pomona
    Borre Ulrichsen, CIO, California State University - East Bay

    In this webinar, you will get the opportunity to hear the opinions of industry experts based on their first-hand experiences. Some of the questions we’ll be sure to ask are:

    How are Higher Ed IT Departments different from IT departments in other industries? How are they similar?
    What is the most important step in becoming a services-focused organization?
    What is the biggest challenge in transforming an organization to a services focused one?
    What initiatives are you focusing on for 2016?

    Watch on demand now and bring your questions to learn how a shift to a services focus can help your organization.

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