What can Rackspace do to make the new employee on-boarding process more intuitive, easy to use, and cost efficient? Would a global search tool for the phone team help expedite service and reduce call volume? Would an in-app help tool for myCloud server users do the same?
Summary:
They say time is money. If that's true, then every second spent slogging through an unpolished on-boarding process represents lost revenue. When service desk tools aren't seamlessly integrated into your work environment, they also become a painful expectation in your typical day. Such was the case at Rackspace, where my worthy colleagues--designer/developer extraordinaire, Zhen Wang (www.wangzhenux.com/rackspace.html) and PKE Insight's Reyda Taylor (www.pkeinsights.com)--and I were tasked with overhauling the company's ServiceNow SM tool, where Rackspace managers go to on-board new hires, configure employee access permissions, and request other items from the IT/HR groups, from extra monitors to assigning desk locations. Its confusing workflow, terminology, and lack of ticket status tracking (just to name a few issues) made using the tool both frustrating and time-consuming. Our solution, a near-complete redesign of the tool, resulted in a 31% increase in Support Task Survey rating (65 to 85/100) along with the kind of feedback that indicated managers would actually like to use the tool from now on. Happy managers = happy everybody else.
