While the priority is always getting the right answer for the customer, a close second goes to ensuring the answer is delivered as quickly as possible. A diligent, organized and hardworking team is second to none for exceeding customer expectations, but ensuring that team has the right strategy and tools to deliver it is equally as important.
Countless shared services teams, like help desks, human resources, facilities, and marketing, are supporting employees in medium and large organizations using a general email inbox, and wonder why they struggle to know whether they are providing the service that employees expect. One of the biggest "mind blown" moments I have seen in my consulting work is when I help teams transition from using email inboxes to using Jira Service Desk for taking employee service requests. I have repeatedly heard:
Today we are delighted to launch a new product, Connector for Salesforce and Jira Service Desk (Cloud). This connector focuses on bringing a seamless experience of Salesforce to Jira Service Desk. Your customer service team has direct access to customer information, right from within Jira Service Desk. It automatically finds the matching Contacts, Accounts and other vital information of your customers in Salesforce and directly represents them in your Jira Service Desk request, without hassle. The connector enables your support team to act faster and more efficiently, reduces the friction between your sales team and support team.
Since the mid-1980s, organizations have been implementing shared services to improve service levels, reduce costs, and improve controls. According to Deloitte, 80% of Fortune 500 companies such as Ford, Intel, Whirlpool and Allergan use shared services in their operations. Although shared services is not a new concept, many organizations struggle with realizing its full potential. As the Deloitte Shared Services Handbook describes it, "It often seems that where ever you are in your shared services journey, you still have a way to go. But the journey is always easier if you have sorted out the fundamentals."
Extend the features of your enterprise applications and improve workflow with Jira Service Desk integration
Teams from all disciplines – Finance, HR, Facilities – are recognizing the power of Jira Service Desk. Why is this software from Atlassian disrupting and expanding the service desk space?
Topics: JIRA Service Desk
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