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. Every month, Naomi gives you the latest information and takes you through what's currently going on. This time: using our own software.
But ANVA Flow may be helping us best right now. We have created several workflows for scheduling appointments, conforming to the SLA and preparing them. Through fixed process steps that are on the right colleague in the worklist, we help all our customers in a generic way and we can better accommodate each other in case of sickness or leave. In the coming weeks, we want to expand the workflows with steps to inform our customers when moving to a new release or handling any escalations (even though, of course, we prefer to focus on preventing them).
That this way of working is contagious within ANVA has quickly become apparent. For the pilot we started with customers for our Advice solution on ANVA Hub, relationships have now also been created within our own organization. This way we make sure that we stay connected to these customers during the pilot and that we can also follow the conversations with the Productowner and Account Manager on the Service Desk.
Besides the help in our work processes and the customer view that we build up, it is a great advantage that we get to know our own software well and experience what you as a customer will encounter. This allows us as colleagues to think along and give feedback early in the development process so that the product is optimized even before you work with it. Where most of us can dream of the ANVA Backoffice, the ANVA Hub is also new to us. By actively working with it this way, we build knowledge that sticks!
Like our pilot customers, we are looking forward to linking with Office365 so we can use it to fill the customer view even better.
