Social Command Centre propels user support into the digital age

Net 2017,  2017-03-23

Fujitsu’s revamped user support service Social Command Centre (SCC) is created for the needs of the modern knowledge worker. SCC is easy, personal, adaptable and always on hand.

SCC

The traditional IT help desk no longer lives up to the requirements of the working life. The old phone service limited to eight hours on weekdays does not do it, nor does email cover the diverse needs of the knowledge worker. Instead, problem situations are now solved in a straightforward manner.

Should an application not work, you will remove it and install another one. If your smartphone is dead, you will get a new one. Search engines are frequently used, but if the desired piece of information is not to be found on the first page, people rarely go deeper than that. They will ask their network of colleagues for advice or turn to their social media channels.

IT management too is facing a new situation. IT users have all kinds of expectations and needs while IT management is forced to grapple with the need to cut costs. Occasionally, business units get frustrated and end up acquiring help desk services on their own.

The knowledge work of today is not tied to the clock nor the calendar, as people work everywhere and at any time. The main task of a service desk is no longer to repair and install, but the service desk of the digital era must be an enabler.

”A service desk is no longer a place to solve an individual service request within a certain time frame. It needs to generate actual value to the entire organization and help it in performing its day-to-day work. We need to modernize the user experience. We cannot hide behind the agreements determining the targets for resolving service requests. Instead we must be able to provide positive use experiences and support the organization in achieving its goals,” said Mike Matthews, Head of Fujitsu Service Desk operations at Fujitsu Forum last fall.

”We aim at combining our current expertise with new technology, such as Artificial Intelligence, Big Data and Analytics. We must be able to respond to our customers’ needs proactively and meet the new challenges faced by different industries. After all, being easy to use is the starting point for everything”, Matthews pointed out.

Contact center – a gateway to services

Fujitsu’s response to the next generation service desk service is Social Command Centre (SCC). It is a contact center, offering business support services in a centralized manner at all times and on any device.

SCC offers a considerably wider range of services than the traditional service desk. It provides individual and user-driven support service 24/7. Using the latest technology, this service is designed for different industries to meet the requirements of users in different positions.

The next generation Service Desk can be integrated with other end user services, such as HR and ERP systems. Using the same user interface, it could be possible for example to check your accrued vacation time or salary details or book a timesheet. The service is available via multiple channels according to the customer’s needs. The traditional phone service and email are available, but also live chat with an IT expert. The latest addition to the options is virtual assistant, which will guide the user in making a travel reservation, for example.

Self-service and automation enhance productivity

Self-service and automation play an increasingly important part in service desk operation – in part due to the changed needs of users. According to Service Desk Institute (SDI), young IT users in particular prefer self-service – they do not even want personal phone service unless it is absolutely necessary. In fact, smoothly functioning self-service is one of the key challenges that service desks face now and particularly in the future.

Fujitsu SCC offers self-service to end users as easily as possible. For example, password reset, which is the cause for a lot of contacts, can now be taken care of easily via self-service. An IT-related problem can be solved by browsing through ready solutions that can be provided using artificial intelligence almost in real time for the different needs of users. As for software installations and updates, users have for quite some time already been able to handle them independently.

SCC aims at identifying potential problems and their root causes even before they materialize and disturb work or business processes. Based on end user feedback, SCC is developed and improved on a continual basis.

Automation equals productivity. According to a British study, 70 percent of executives consider manual processes to take time away from strategic work. Especially the automation of service desk functions has, according to them, a significant impact on business.

Fast is the best

Fujitsu Finland and the Nordic region have for several years already used the Fast service channel, which also serves as a SCC user interface. This centralized service channel contains daily work-related notices, instructions for problem situations, and of course, a connection to the Service Desk. Moreover, Fast has additional functions for IT management and managers.

With Fast, Fujitsu aims at creating a unified and uninterruptable service that meets the actual needs of users.

”Above all, we want to relieve users’ pain, offer them a simple way to access services and thereby make working smooth. As we speak, we have automatic password resetting services, and our first customers are currently deploying the new virtual agent. With Fast, we have been able to significantly reduce the time spent in solving users’ service requests,” says Service Development Manager Riku Österlund of Fujitsu.

Fujitsu develops Fast together with customers, listening to their wishes and needs. Utilizing service design has borne fruit: the users of Fast have been very happy with the service channel saying that it remarkably boosts their day-to-day work. Perhaps this is the reason Fujitsu Fast, the origins of which are in Finland, has been adopted internationally, and it is an essential part of the new Social Command Center.

”We have introduced Fast to our customers and our employees in many countries. People who’ve seen dozens of end user portals say that Fast is the best,” Riku Österlund says.

Fast is currently used by as many as 80 customers with 200,000 users.

 OT, PV

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Mike Matthews
EMEIA Offerings Management Lead, Managed Infrastructure Services, Fujitsu

More Information
info@fi.fujitsu.com

Published in the Net Magazine 2017,  2017-03-23

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