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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 403: Shift Right! What to Do When Self-Service Costs More Than In-Person Support

Dan Sisto  (Manager, Service Desk, Atlantic Health System)

Date: Thursday, May 4

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: Intermediate

At Atlantic Health System, new team members are expected to remotely update their passwords, set up multifactor authentication, enter their banking information for direct deposit, and attend a virtual orientation, all in different systems and each with different dependencies. We were doing everything "right," following the industry trends, shifting left, and keeping costs down by having new team members complete their tasks on their own through self-service portals. It was a poor experience for everyone involved.

So we decided to change course and shift right. The response from new team members, trainers, and the service desk has been overwhelmingly positive. In this session, Dan Sisto will explain how they mapped the customer journey, which metrics and markers they used to justify the decision to shift right, and how they actually pulled it off.