Impact of ServiceNow's Reassignment Count on Employees Productivity

Sami and Pasi discuss the data from over 1 million customer responses - the Happiness Score™ Report. In this episode they analyse customer's data who are using ServiceNow or other ITSM platforms. One topic they have measured in this report is the impact of reassignment counts - when a ticket is passed from one team to another.

The Happiness Score™ Report data has been gathered from all HappySignals customers, through end-users rating their service experience on how happy they were. This is done through email, with the end-user answering via clicking a number on how happy they were with the service. As well as this, end-users are asked to estimate how much time it took to have their issue solved.

The Happiness Score™ data reveals that the average score across all services is 72 points, and this is when the ticket is resolved without it being reassigned. What we found was that per every reassignment, the Happiness will decrease in value by 10 points.

The reasons for this point reduction is due to the issue not being resolved by one person or team, leading to the end-user having to continuously explain their reason or problem over and over again, resulting in an increase in lost-time.

Data shows that on average end-users lose 43 minutes per ticket. However, when a ticket is reassigned it is an extra 40 minutes per reassignment. If you then translate this into business cost, companies will be losing €35 per each reassignment.

Simultaneously, from an IT perspective, they will also lose around the same time per reassignment, then the cost will be between €70-100 per reassignment.

In order to cut down these reassignment counts, the channels that are used should be simplified or made attractive for the end-users.

Portals are the most hated channel amongst end-users. However, with ServiceNow, you are able to make your portal more attractive to end-users, as well as being designed in a way to be able to handle the volume of cases at once.

From this, you can then see which cases need to be handled at once, as well as which cases should go to the correct vendor.

Utilising technology is a key IT strategy and a great way to cut down the reassignment counts and increase happiness.

However, it needs to be done in an efficient way to help the end-users. Big jumps from one channel to another is not efficient, as services (such as utilising portal instead of email) must be designed properly first and implemented, before a switch can take place.

Communication must then follow about why this switch is taking place, as well as the information on how end-users can utilise the new technology.

After this switch, it can also become easier to implement automation systems and chat bots, that can instantaneously help the end-user solve their problem on high frequency tickets or common problems.

More information on The Real Cost of Reassigning IT Service Desk Tickets can be found here.

Pasi Nikkanen: Welcome to Happy Today podcast. This is a podcast for those who want to improve service experience of internal services. If you use 'ServiceNow' or other enterprise service management system, then this is for you.

Pasi Nikkanen: Hey, welcome to this episode of Happy Today. Today, we're going to go into data that is based on one million responses and is actually from all the enterprise service management classes. So IT, HR, finance and so on. So basically all our customers who are using 'ServiceNow' or some other ideas and platform. We have measured what is the impact of reassignment, so when a ticket gets reassigned from one team to another. So tell me first, can you explain where the data is actually coming from?

Sami Kallio: So this data is as you said catered from all our customers and there are three things. They are the end-users are rating the service experience so how happy they are. This email is sent to everybody and they answer that clicking a number, that is easy and then we are asking end users also to estimate how much time did it take from you to get this thing solved?

Pasi Nikkanen: All right and so basically their happiness and the productivity and the effort from the employee side.

Sami Kallio: Yeah, from the perception of the end user. Nothing here about how efficient it is inside IT. This is all about the experience of the end-user.

Pasi Nikkanen: Okay. So then what is the data telling us? What is happening with reassignment cards when people aren't getting ping-pong from one team to another and let me hold, hold a moment. I'll call, I'll move you to the next person and so on.

Sami Kallio: Yeah. So what happens is here, the starting point, the average of all services is 72 in the happiness score. So, and that is when they get this resolved in the first light.

Pasi Nikkanen: So people are really happy, actually.

Sami Kallio: Really, really happy but what happens is that when you reassign it once, you will lose about 10 points in happiness.

Pasi Nikkanen: Okay. So the point's gone from 72 to 62 right away.

Sami Kallio: Yep. And again, from 62 to 52 with the next reassignment and so on. So about 10 points at each of the reassignments.

Pasi Nikkanen: Yeah.

Sami Kallio: So are really losing much of their happiness and of course that is if you really think about it, you have to explain your case several times and that kind of stuff started to happen when you are moved from team to team.

Pasi Nikkanen: Yeah, and of course there's going to be delays because to get us moving there and also kind of probably who is responsible of this and so on.

Sami Kallio: Yeah. In fact, I have heard a couple of times that we have read from the feedback that people are feeling to be like a tennis ball.

Pasi Nikkanen: Yeah.

Sami Kallio: It is quite a terrible feeling for the end user but that's real feedback from them.

Pasi Nikkanen: Yeah. Yeah, all right. So the happiness is going down every time. What is happening to the productivity? So what is happening to the time of the employee?

Sami Kallio: That is even more scary because what happens there is that the end users are estimated that they're losing about 40 minutes more per each reassignment. So the starting point is only 43 minutes on average by if its reassigned once, then it's 40 minutes more and that's, that's a business case.

Pasi Nikkanen: That is a business case. So what kind of impact does this have for the business? Or what if we turn this into money? What kind of business impact does it have?

Sami Kallio: So if you think about it kind of a, they can let's say average cost of an hour and that is like let's pay 50 euros per hour. That is like 35 euros is lost per each reassignment in the business area. Although on the simultaneous if you think about it, you are losing the same time about inside IT. So in fact reassigning ticket to a team, a team, it is about 70 year olds or sub 100 euros per each reassignment.

Pasi Nikkanen: Yeah.

Sami Kallio: So kind of if, and I think this is my favorite of the traditionalist XLA's. So if you're using this one, falls on this one and optimize that and you would be saving a lot of time and money in your organization.

Pasi Nikkanen: Yeah. All right. Ideas. What could people do about it and what could the organizations do about it? I think your favorite topic is for example the channels. So how does the channel selection help if it and channels where we mean email, telephone, chat portal, that kind of thing. So how will that affect the reassignments?

Sami Kallio: Yeah, so if [inaudible 00:04:19] you can go through in the happiness score report is a podcast are the most hated channel and they are not making people happy but happily there are now find new functionality coming from the vendors like service now so that you can really start to do the portal and not only that it's looking good. But you get all the needed information to get the ticket direct to expert. So it should not be thinking that as the same method of an email coming in and then somebody is trying to handle their needs going and pouncing around. You have to design your portal so that you get those volume cases with all the data you need at once and get that to the expert, the best person resolving that ticket or team and then you get rid of all these steps and there is a huge business case.

Pasi Nikkanen: Yeah. And I think here though, the companies who have already gotten rid of email, and maybe it's partly that the telephone channel are in an advantage because they already have these capabilities, they can start to utilize technology to actually put the tickets to the right people directly.

Sami Kallio: Yeah. So, so for me it's a kind of in many cases I wouldn't recommend to stop using the email in the beginning because it's so easy channel for end users until you have made sure that your portal is more efficient for them, then communicating to the end user, Hey please use the portal because it's more efficient for you and that is a reason why you are closing the email. So not that you are losing and closing the email because IT is more efficient and it's much nicer to communicate to end users, we are doing that because it's more efficient for you.

Pasi Nikkanen: Okay, and then you're going to start to add automization like you can start to add like virtual agents or chat bots that actually start solving these things. So we can start to use robotic process automation. So like the Finnish postal service they had in finance this one service. It was some invoice handling but no human was touching that and the happiness of that service was plus 100 at that time. So really making the employees happy because they didn't have to wait anything and this is what you see in consumer world. I have now recently tested two different insurance companies and we make a claim the other company in five minutes you actually said that Hey the money has been paid to your account and the other one it was like five days and I get a mail, a written mail that, yes we have gone through your issue and it will be paid in the next couple of days. It's just like think about it from the backend also this other company, they have automated everything. They're going to be so much more leaner on the backend and these others, they still in so much more human power to actually handle the cases.

Sami Kallio: And I would imagine the better one had also cheaper price for the insurance.

Pasi Nikkanen: Yes, they actually did. Yes. Yeah. All right. And this I think is also that the agent intelligence, so like AI, Agent Intelligence, these kind of things. I think Agent Intelligence is to service now feature. So actually getting that to recognize the content of the ticket then what is mentioned and what, how it should be handled to actually put it to the right person. Even it could be the third level team. So kind of keeping those two teams and kind of skipping this, this argument that actually it's not my job. So you know, it's us creates a better, better I think experience for the agents themselves as well.

Sami Kallio: True. Yeah. Yeah. But it's really kind of a, for me in all our benchmark, this, this statistics here is the one that you can really concretely use in what you are doing in developing service management. Think about it and kind of finding those areas where this happens to most, like in our product you can sell it those reassignments. Going from three, four or five and selecting those and then looking, okay these are the services that are causing this pouncing and so starting from those take the first three and then automate them or get them direct to expert and you will make a huge business case and not only business case, but you make your end users much more happier and that's really easy when you have that data and you start to think about it.

Pasi Nikkanen: All right. Then if you listen, if you want to get the whole report, you want to actually see the numbers, what is behind it? You can go to HappySignals.com and download the happiness score report. It gets updated quarterly. So you go now, you subscribe, and then you get it delivered to your inbox the next version or beginning of next year. But Hey, thank you. It was a pleasure and talk to you next time.

Sami Kallio: Thank you.

 

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