Research reveals self-service, self-help, and AI are redefining
enterprises’ value-based service strategies
NEW YORK–(BUSINESS WIRE)–A new study released today finds that adopting a modernized service
transformation strategy is critical to achieving measurable improvements
in overall IT efficiency and driving customer and employee satisfaction.
Commissioned by EasyVista Inc.,
a leading provider of service management for IT organizations, the
report found 67 percent of organizations are most interested in
leveraging a self-service portal, with another 60 percent seeking a
self-help solution to meet on-demand needs and deliver better employee
and customer experiences.
The study found that while 97 percent of companies surveyed are eager to
adopt a service transformation strategy, half (50%) believe that legacy
IT infrastructure remains a top-three barrier to digital transformation
initiatives within their organization. The study was conducted among IT
decisionmakers to shed light on the complexities organizations are
facing to fund, manage, automate and implement service transformation
tools in their enterprises.
“In an increasingly digitized world, these findings further validate the
critical need for organizations to evolve how they meet the service
needs of employees and customers alike,” said John Prestridge, Chief
Marketing Officer at EasyVista. “At EasyVista, we are driven to help IT
departments leverage the right technologies to produce value-based
service experiences that ultimately create more engaged internal and
external customers while demonstrating significant ROI.”
The report also revealed that AI and machine learning-powered
innovations, such as chatbots, are gaining widespread use as part of
organizations’ efforts to provide intelligent, on-demand customer
service and personalized end-user engagement. Nearly three-quarters
(74%) of IT managers say their organization currently implements machine
learning, compared to half (50%) who say the same regarding AI —
indicating the opportunity across many enterprises to further improve
customer engagement through intelligent service automation.
“We see a tremendous opportunity to leverage AI for improving service
experiences,” added Prestridge. “The value of AI is dramatically
increased by access to knowledge and organizations that focus on a
knowledge-first self-help strategy will reap great rewards from the
strategic use of AI for natural language processing, search, virtual
agents, and more.”
Additional report findings include:
Four-in-five (79%) IT managers say their organization plans to
increase investment in service transformation solutions.
Eight in ten (83%) plan to increase their use of self-help solutions
as a component of their service transformation program in the next 12
63 percent (63%) see focusing on employee and customer experience
initiatives as important for achieving digital transformation.
More than half (51%) report their organization has adopted a
self-service portal and self-help to help reduce tier 1 calls.
The State of Service Transformation report is based on a survey
conducted by LEWIS on behalf of EasyVista among 350 IT managers of
companies with 1,000 or more employees on December 12-17, 2018 with a
margin of error of +/- 5.2 percentage points. Inquire
here to obtain a copy of the full report.
EasyVista simplifies IT Service Management by making it easy to deliver
and easy to use for today’s enterprise. The EasyVista IT service
management platform was created to help companies automate and
personalize service delivery to improve IT efficiency and
increase staff productivity. Today, EasyVista helps 1,200+
enterprises around the world radically improve service user experience,
dramatically simplify and accelerate service creation, and reduce the
total cost of IT service delivery. EasyVista serves companies across a
variety of industries, including financial services, healthcare, higher
education, technology, public sector, retail, manufacturing and more.
Headquartered in New York and Paris, EasyVista is a rapidly growing
global software company.
LEWIS for EasyVista