How Freshservice helped Moneycorp streamline their IT Support

Transcription

1 How Freshservice helped Moneycorp streamline their IT Support

2 Moneycorp (TTT Moneycorp Limited) is a UK company offering foreign exchange services to individual and corporate customers. It operates in a number of countries and also provides bulk foreign notes and travel money services via a number of travel companies and airlines. In London, Moneycorp s small IT team of around 5-6 service desk agents provide IT support for one of their four main offices and 45 branches. THE CHALLENGE Moneycorp had no way to quantify the work their agents were doing. The agents could neither see the history and context of the tickets they were working on, nor could they gain any insight into customer feedback for the support they offered. The IT helpdesk tool that they were using did not automatically convert s into tickets. This meant that the IT team would have to log several gruelling hours, manually inputting ticket details from different inboxes into the service desk. Added to this, the user interface of their existing tool, left a lot to be desired.

3 CHOOSING FRESHSERVICE From my perspective as an IT manager I always like tools that are really simple and intuitive, because they re more likely to be actually used. Kenneth Byrne Director of IT MoneyCorp And that s how Moneycorp zoned in on Freshservice. Kenneth was keen to avoid an unnecessarily complicated service desk solution that would require months and months of expenses, training and setting up. When we set up Freshservice, it was so easy. he says. The branding the colouring, getting the images all in - took fifteen minutes at the most. It was shockingly quick. Setting up Freshservice took 15 minutes at the most. It was shockingly quick. 15 min

4 THE FRESHSERVICE SOLUTION : HAPPY AGENTS AND HAPPY CUSTOMERS Once they switched to Freshservice, Moneycorp received promising feedback from their users. Their users loved the fact that they could quickly log tickets with as well and portal usage went up 33%. The intuitive UI of the Freshservice Incident Management module has enabled Kenneth and his team to make the most of all the available ticketing functionalities to help resolve the tickets the service desk has received just since February. Portal Usage Increase 33% The Moneycorp IT team run their service desk in a three-line group approach. There are three tiers of service desk agents who tackle incoming issues, that are fed into the service desk from ten different addresses. As per the pre-set Dispatch r rules, the various tickets are delegated to agents in different line groups and the Scheduler tool is used for task management and to create a sort of service desk checklist for the start and end of day the day. Tickets Resolved 4000+

5 When a tool is intuitive and easy to use, you re more likely to explore and make the most all of the tool s functionalities. And if we hadn t used Freshservice, we d probably be looking for other alternatives now. Kenneth Byrne Director of IT MoneyCorp The Moneycorp IT team uses the announcements feature to communicate everything from upcoming maintenance and downtime to daily reminders to log off computers. The Freshservice Change Management module provides various tools to help handle their large volume of changes and daily change approval meetings. Kenneth s personal favorite feature is the ability to add reminders to the delegated tasks under a change. In Freshservice, when you assign tasks to someone, you simultaneously have the option to set a reminder before the due date. The reminder automatically links to the change and the agent can see what they have to do. I think this is brilliant., says Kenneth You don t need to chase people around and micromanage. I think this is brilliant., says Kenneth You don t need to chase people around and micromanage.

6 Customer feedback is a main motivating factor for the IT team. They like to know what they re doing is appreciated. They like to know they re making a difference. It doesn t hurt that it brings in a little competitive edge as well. Kenneth Byrne IT support is often a thankless job. The same never - ending ticket queue during downtime, isn t exactly overrun with thankyou notes during uptime. But after MoneyCorp began using Freshservice, every resolved ticket came with a built in customer satisfaction survey that helped them gauge the impact of their work and quantify the quality of their support. And according to Kenneth, it has made all the difference, Customer feedback is a main motivating factor for the IT team. They like to know what they re doing is appreciated. They like to know they re making a difference. It doesn t hurt that it brings in a little competitive edge as well.

7 Freshservice perfectly supplements the small IT team set up at Moneycorp and helps them deliver amazing IT support by keeping both the agents and the users happy.