According to Forrester Research, Exceptional Customer Service in 2016 demands customer obsession.
Unfortunately, most High Tech companies approach customer service management backwards today – starting with reactive, ticket-oriented Customer Service Management (CSM) systems rather than comprehensive, interconnected data management.
There’s a better way! Join Acorio’s Director of Product & Innovation, Adam Mason, as he leads an expert panel to demystify CSM and breaks down the right way to approach your ServiceNow CSM technology.
- Make the your CSM process as high tech as your products, and save money as a result
- Get a few quick tweaks to improve CSAT scores
- Learn how other high tech peers approach customer support
Join the best in the ServiceNow business as our experts show you how to make your CSM process a simple, well-oiled machine.
Unify your change management process and ensure your team gets the most out your technology to bring your business to the next level, and give you all the visibility you crave.
Join Acorio for an Expert Web Clinic on Thursday, July 14th @ 12 PM ET and see how a cohesive approach to change management execution helps you eliminate confusion and streamline the often-fragmented pieces of your change management process.
You will learn how to pinpoint process improvements, optimize ServiceNow for Change Management, and avoid common pitfalls. We will:
- Identify the most common critical process gaps
- Prepare for common change management “gotchas” – and how to address them
- Review how best-in-class organizations approach their change processes today – even in regulated industries.
Bring even more sanity into your IT change process and focus on high-value activities to move your business forward.
Join us for 2 hours of training on ServiceNow that will focus on the fundamentals.
In this initial ServiceNow Admin course you will learn:
Overall use of ServiceNow
Architectural highlights to help you configure faster
Basic administration tasks
Misconceptions and opportunities
A more detailed agenda of what will be covered:
User interface and basic navigation:
Applications and modules
Forms and lists
Built-in relationships between Incident, Problem, & Change
Configuration Items and Scema Maps
Knowledge Centered Support (KCS)
Workflows and Automation
Asset management: hardware, software, and consumables
Service catalog and procurement
Tell a story through dashboards
Concepts from lean manufacturing of the 80’s are back in a big way. In the 80’s, companies were implementing ERP/Supply chain systems to reach the almost mythical philosophy of Just-In-Time (JIT) manufacturing - that meant zero lead time, zero inventory and zero failures. It was a radical approach to running a business that carried with it skepticism and confusion. When Dell announced that they had Zero stock on hand it was big news. But it inspired others. It raised the bar for companies, competitors and their suppliers to up their game. In order for JIT to work it meant high quality machines, reliable suppliers and flexible resources – and most of all insight into all nooks and crannies of the supply chain. We find ourselves in this same trial and error phase, similar philosophies and yearning to be lean and mean with IT (and all Enterprise) Services. Louder than ever is the call to provide great customer service and for IT to execute ruthlessly to provide the fuel that powers the business – and have to execute as such. JIT concepts in IT put its focus on customer results in a way that minimizes waste and time. In this talk we’ll explore specific approaches to transform to a JIT IT organization and the benefits of that.
Change Management challenges – people & process.
Bring sanity to your IT Change process: Influence the Change Management Culture
Change Management challenges with people & process – The first in a 3 part series on IT Change Management
Following the path of Crawl, Walk, and Run; learn to crawl before you fall. Many IT shops have change management where everyone submits changes for work they want done, process and enforcement is simplistic, and reporting is minimal. Join Acorio for this lively discussion as we cover the following topics:
Culture of Change
Change Management Steps of Maturity
Resistance to Process Enforcement
You’ll come away with a better understanding of the challenges and practical ways to address them.
The accurate tracking of time is always a challenge. It becomes more of a challenge when it’s not easy to do or there is a lack of mobile input. Acorio’s Timecard solution overcomes these challenges by providing a simple, modern interface that works in browsers and mobile devices. Timecards will enable your remote and local workforce to quickly input time across all projects and work in ServiceNow.