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For many organizations, the customer support expertise could make or break a enterprise. If workers and prospects undergo via resolving points like forgetting passwords or finding orders — they’re much less more likely to grow to be repeat prospects or excessive performing workers. Because of this having a correct IT Service Administration (ITSM) technique, mixed with the best ITSM device, is so vital.
For Shaner Lodge Group, high quality customer support is the cornerstone of the hospitality firm.
Offering distinctive service by attending to friends’ wants in a well timed method is important to constructing relationships, incomes loyalty and producing repeat enterprise.
And behind the scenes, it’s the IT help employees who’re accountable for serving the wants of resort workers. If IT employees don’t do their jobs properly, then workers can’t service friends successfully.
Shaner Lodge Group, a resort administration agency that oversees greater than 60 properties throughout 15 states and 4 international locations, achieves its success utilizing TeamDynamix for IT Service Administration (ITSM).
Previous to TeamDynamix, the hospitality enterprise was utilizing one other assist desk platform to handle IT providers for workers. Nevertheless, this system was “probably the most painful, difficult software program I’ve ever utilized in my life,” says Vice President and Chief Info Officer Steve Shala.
With the prior answer, “we would have liked a devoted programmer to make adjustments to our workflows,” Shala explains. Even creating IT help tickets wasn’t a straightforward course of. Shala realized it was time to discover a higher system.
Since early 2022, Shaner Lodge group has used TeamDynamix to handle IT service for its 1,100 workers — and each workers and IT employees alike have seen an enormous distinction.
The 5 Advantages of Utilizing TeamDynamix at Shaner Lodge Group
Shala stated utilizing TeamDynamix has saved assist desk employees appreciable time and led to higher IT service for Shaner Lodge Group workers. Listed below are a number of the some ways IT employees and workers alike have benefited:
1. Self-Service Made Simple
TeamDynamix simplifies the consumption course of for IT help tickets with using a handy self-service portal. As a result of it’s web-based, workers can provoke service requests from their telephone or one other cellular gadget. That’s an vital profit for a company the place many workers aren’t sitting at a desk all day. “With restricted assist desk workers, we’re attempting to chop down on the variety of telephone calls we get requesting help,” Shala says. “We’re attempting to push everyone on-line as an alternative.”
When service requests are available via the web portal, they’re routed mechanically to the suitable workforce member for a response. As a result of assist desk employees are answering fewer telephone calls, they’ll reply to service requests sooner and extra successfully as they arrive in via the portal.
2. Effectivity via Automation
TeamDynamix permits organizations to arrange automated workflows for dealing with vital duties. This strikes processes alongside extra effectively and ensures that nothing falls via the cracks, which is very useful for managing multistep processes.
As an illustration, fulfilling requests for brand new consumer accounts might be difficult, as a result of it entails getting enter and approvals from many individuals. New workers would possibly want entry to many various IT techniques relying on their position with the corporate, resembling networked safety cameras or buying software program. IT employees should work with a number of departments to get the best approvals.
The customizable workflows inside TeamDynamix mechanically set off messages to the suitable folks asking for his or her approval at every step within the course of, so there are not any delays, and no steps are missed. “This could be the platform’s nicest function,” Shala says.
3. No Code Workflow Constructing
Not solely can organizations create and handle totally customizable workflows inside TeamDynamix, however this course of is so easy that any licensed employees member could make adjustments with no need specialised programming information. This function permits Shaner Lodge Group’s IT division to be extra agile and attentive to customers’ wants.
4. Finish-user Visibility
With TeamDynamix, managers and workers have full visibility into the standing of help tickets and repair requests that pertain to them. This openness has improved communication between IT employees and different firm workers.
5. In depth Reporting
TeamDynamix consists of in depth reporting options that enhance accountability. One function that Shala appreciates is the flexibility to maintain observe of how a lot time IT employees spend on numerous service duties. At Shaner, this time is billed individually to every property. Shala used to spend not less than half-hour every month compiling this info by hand. Now, he merely clicks on a button — and it’s all performed for him immediately.
To study extra about leveling up ITSM with automation go to the TeamDynamix Useful resource Hub.
Andrew Graf is the Chief Product Officer for TeamDynamix. His ardour lies in serving to organizations thrive in an ever-changing setting. As a co-founder of TeamDynamix, Andrew is properly versed within the widespread points dealing with leaders in Mid-Giant Enterprise, Healthcare, Schooling, and Authorities – as tech spend rises and desires for elevated IT Maturity rise, he is ready to assist map out a manner ahead. Andrew believes that success comes when prospects, workforce members, and the corporate are all aligned. In his position, he makes use of his insights to deal with buyer lifecycle technique; constructing a strategic product imaginative and prescient that may guarantee buyer success in each the brief and long run. Andrew heads up the Advisory Boards, CIO Council, and Focus Group Program. He additionally works intently with companions for strengthened integration and cooperative imaginative and prescient.
Andrew was beforehand a expertise and enterprise course of marketing consultant with Arthur Andersen Enterprise Consulting serving mid-market and Fortune 500 shoppers. He sits on the Prepared Schooling board and was on the Edusourced boards. Andrew graduated Summa Cum Laude with a level in Administration Info Methods with a specialization in French from Ohio College.
