A new year brings new goals and challenges. For example, one of the Service Desk's spearheads is "We're thinking more ahead and being proactive." A direct result of that is this monthly blog post. Each month, Naomi gives you the latest information and takes you through what's currently going on. This time: cause analysis. Why, what causes we have and what actions we are picking up from this you will read below.
One of the changes we have made from January 1 is to fill a cause when we close a ticket. That may sound like looking back and you're absolutely right about that, but by looking back we want to learn for the future. If we put something live now and then we see that a lot of questions come up because we forgot to communicate that one important setting, then we can take that into account the next time we go live. Another reason is that it is important for us to have more space to be able to think ahead and proactively inform you as a customer. For us, more space means better information and fewer tickets to be solved. Cause analysis can also help us in this, if, for example, we see that we get a lot of knowledge questions from a specific customer. Then we might be better off coming up with something structurally, rather than answering question by question.
Another cause I would like to explain is "user error. Making mistakes is human, we will never completely prevent that, but what we can gain insight into is how often this mistake is made and whether we can improve the software so that the operation becomes clearer or so that certain things can no longer be done wrong. This prevents repair work. For us, but also certainly for you.
The largest cause category is "lack of knowledge user. This is certainly not meant to put the cause outside of ourselves, but shows that we are engaged in thinking along in how to increase knowledge. After all, with greater knowledge you can more often just keep working because you are no longer dependent on us for an answer and we are more readily available for when something really goes wrong. This category was grouped into several topics and based on these topics, we added to the knowledge base. In one year, the knowledge base articles have thus been supplemented by as many as over 100 articles and we see the usage of these articles (see blue line in the graph below) increasing every month. To reinforce this, we will more often answer a ticket by sharing a knowledge base article. The articles also come up automatically when a ticket is created on support.anvabackup.wpenginepowered.com. If you have a suggestion of your own for an article in our knowledge base or a modification in our help, please indicate it here.
We are also in the process of creating informational videos. We started doing this last year for eliminating the dropout in policy volumes on ANVA Hub and replacing the digital passport in ANVA Backoffice. In a video of a few minutes, we explain how to perform an action, with the advantage that it can be shared by you with colleagues, paused if something goes too fast or watched back just as many times until it is completely familiar. We will be expanding this video library with more informational videos in the coming months.
The last large group of reports has 'request/appointment' as the cause. This group is now very large because when we signed the new contracts, we checked with everyone that ANVA Hub is properly connected and everything is working. This group of reports can also include turning on a module under the login name technique or installing a release if this is within the contract agreements. We will pay less attention to this initially.
Hopefully this sneak peek will already give you a little more insight into what we do on a daily basis. I look forward to bringing you further along monthly and invite you to ask questions or offer tips as you speak to us.
