Excelling in customer attention and being more proactive. These are two recurring topics on our service desk. Both are very important to us. After all, we have noticed in recent years that they really add value to our services. In the last quarter of this year, it is therefore time for the next step! This already starts with the mission we have given ourselves for the coming years: we provide answers, even before the request for help has been made. Digitally, as an integral part of ANVA Hub, making knowledge at your fingertips and available 24/7.
To achieve that, we are currently busy creating dashboards for all the links. On these dashboards we can see how often a link is used, by which customer(s) and whether the use is successful or if it produces errors. We see the results of these measurements in circle and bar charts.
Basically, the bars in the diagram are green. When an error occurs, a small red block appears. As soon as the bars become increasingly red or completely red, our alarm bells start ringing. In that case, either something has happened in our environment or there may be problems with our partner.
Many times this is the time when you as a customer contact us. So that provides an opportunity for us to get ahead of questions. In the coming weeks, we will find out whether we use support.anvabackup.wpenginepowered.com in case of such signals or whether we actively mail or call the customer(s) in question. This way you can notify users and we save you and ourselves frustrations and searches for causes.
Anyone who has ever been to our service desk knows that there are TV screens hanging there. On them we see whether and how many calls are waiting for us. We now add the ten created dashboards to this and alternate them on the screens. That way we see each link come by every five minutes and we can react quickly to any red bars. So it may just be that we start contacting you about error messages you get, even before users report it themselves. Pretty exciting and perhaps confusing, but this is our next step toward proactive support.
In addition, using the dashboards, we see opportunities to add (extra) value to our SLA discussions. Thanks to the dashboards, we can now see which customer(s) have more frequent errors than others. By discussing this, we can help reduce errors and improve processes. In this way we make the use of links even more efficient.
