We live in an era of UX-based consumer products like Facebook and the iPhone. This pampering has raised the bar for user experience. Have you ever felt that the IT Service Management software you use in office is too clunky and painful to use? Why should consumer applications be so intuitive and easy-to-use while the ITSM softwares that run your business forget the need to upgrade?
A single trigger does not force you to make you to flip the switch. If the purchase decision is made without conviction and the problem persists, the cycle will repeat itself. You will end up wasting a lot of valuable time in transitioning into a new system.
So, it’s not a hasty decision to switch a new ITSM tool. Then, how do you go about it logically? What are the pain points that trigger the decision to jump overboard? We have done a lot of research on why our customers embark on the journey of finding a new ITSM tool. With this, we have arrived at 4 key indicators that instigate the decision to switch.
1. You want your agents to spend less time on the ITSM tool
Today’s ITSM processes are simple enough already. Your end-user raises a ticket. As an agent, you want the system to prevent the ticket by recommending a solution right away when the user is typing. If the ticket does get created, you want to be able to recommend a link to the solution article on solving it.
Instead of this simple flow, if you spend too much time on debating who should be solving which ticket, how to configure automatic responses or how to update the tickets once you solve it, then you are spending too much time on mundane tasks that can be easily automated in a modern IT service desk environment. Today’s service desks make automation easier with their drag and drop interfaces. As an admin, if you are still using manual programming to configure systems, it is time to change.
2. You pay more than what you think you should be paying
Ten years ago, paying $100k or $200k for an annual deal with the best service desk vendor in the industry was ok. Today, it’s not! Software costs are at an all-time low with cloud setting the trend. All our concerns about on-premise softwares have been addressed by cloud-based technologies. Sectors like banking and finance which were once skeptical about security, are now seen embracing the paradigm shift to cloud technologies. On-premise technologies come up with huge costs. The maintenance, having an in-house development team to customize features and the slow pace of things are not worth any extras you might get.
Security never takes the backseat as today’s SaaS companies take it seriously more than ever. This is because a single security breach can bring down their value and credibility overnight. And in a SaaS model, you basically pay only for agent licenses based on usage which decreases the cost, exponentially.
3. When you start to think that things are complicated
Davinci told us centuries ago that “Simplicity is the Ultimate Sophistication”. We recently acquired a customer who was really frustrated with their legacy ITSM software. It apparently took six months to give customized application access to their users and even afterwards was not simple enough. Freshservice implemented their request in just a week using the Service Catalog!
In the era of Windows XP and Oracle Databases, it was okay to be a complex system. But in today’s world of Python and Big Data, complexity is something to be avoided at all costs.
Customers expect the same simplicity they are accustomed to in consumer apps to be present in enterprise softwares. And most end users of an IT Service Desk don’t have the patience to wait for a long time to raise a request. They would rather walk up and talk to the agent directly. This is why complexity is detrimental to the entire idea of self service. If you are using a legacy system, the customer satisfaction rates might be lower because of these complexities. Most customers complain about their tickets getting resolved slowly and how they have lost productive time because of the service desk not being able to self -serve them. If you hear this, then it is time to look at a new ITSM tool that is modern.
4. When support gets on your nerves
Any software is prone to bugs. The difference between a good and a great software is the support they offer to their customers.
Most big brands have got there with great support. Apple is one such example with 24*7 chat support resolving every query from a basic password reset to hardware replacement requests. This is something that we expect out of all products we use today.
Enterprise softwares need not offer 24*7 support but they should at least be fast enough to resolve your queries in a day or two. Legacy softwares are used to deploying their systems on premise and expect the customers to have their own maintenance and support teams. This adds up to the resources required and the cost incurred. The time of these teams can be put to better use. This is why shifting to the cloud which offers exceptional support is very important.
You are in the right place if you feel all of the above. You deserve the same amount of awesomeness that you get when you open your phone apps.
As an agent, you should have fun while working on your new ITSM tool. As an admin, it should be seamless for you to configure your systems. As an end user, you should be able to get your problems resolved as quickly and easily as possible.
Freshservice has consistently been rated highly for our extremely simple-to-use product, and amazing support. We are exponentially cheaper than legacy products and make your agents 30% more productive! Sign up with us for a free trial and see how we can impact your service agent’s life today.