I wanted to follow-up on a post about reducing non-billable work with online request forms. Letting customers fill-out forms in advance is one way to solve the problem. But here is another tip.
Stop Wasting Time On Assigning Work
Traditionally, assigning work meant wasting time on redundant decision making. It might look like this:
- A customer calls and wants you to look at something
- You record what they need
- You determine who to send based based on:
- who you’re dealing with
- how important the job is
- type of job being done
In the mHelpdesk world there would be no waste, and it would look like this:
- A customer calls and wants you to look at something
(in a perfect world they submitted an Online Request) - You create a ticket.
- mHelpdesk auto-assigns it to the appropriate person with Auto Update Rules
Save Time With Auto Update Rules
Auto Update Rules is a feature that makes assigning work hands-free. You tell mHelpdesk the rules, and it will follow them to a T. Imagine yourself trying to figure out who to assign a job to. Obviously, availability is a factor. But what about the more basic things like:
- Who is the customer?
- How important is this job?
- What kind of job is this?
- Who is the best person to respond to this?
mHelpdesk can intelligently decide how to answer #4 above. This frees you from the distraction of having to stop and think. Here is a basic guide on how to set it up.
