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DigitalHelpdesk
Modern Digital Helpdesk

Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. It’s also a cultural change that requires organisations to continually challenge the status quo, experiment, and get comfortable with failure.

Modern Digital Helpdesk

Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. It’s also a cultural change that requires organisations to continually challenge the status quo, experiment, and get comfortable with failure.

Whilst there is still a very obvious need for human interaction in the modern helpdesk environment, it is not needed on every, single occasion. Add this to the streamlining of operational tasks and the very real requirement for a swift communication flow, it is obvious that we must review the modern helpdesk facility and structure with a move towards evolution.

As organisations seek ways of “making digital work”, the Property Department has come under increasing pressure to revisit the structure of their departments, with a view to streamlining processes and procedures.

If we analyse how property maintenance orders are created and assessed, it is clear to see that the information starts with the end line customer – the store.

Within a digital environment, each store has access to a property maintenance platform which allows them to raise their own orders, assisting the managers in the triage of their works, retaining full control as they are processed.

Once an order is created, the manager will have a streamlined communication flow, keeping the site up to date with all aspects of the order from beginning to end, highlighting any barriers such as authorisation and cost as the works progress.

Whilst digital technology offers us a reliable and efficient property maintenance journey, there is no substitute for excellent customer service. This is imperative when things of an urgent nature happen – and let’s face it, they do. On ocasion, even after triage, the works just simply do not add up. Human interaction is required to assist the store in making the correct decisions about the issues they are experiencing and oversee the works through the digital platform.

Whilst there is still a very obvious need for human interaction in the modern helpdesk environment, it is not needed on every, single occasion. Add this to the streamlining of operational tasks and the very real requirement for a swift communication flow, it is obvious that we must review the modern helpdesk facility and structure with a move towards evolution.

As organisations seek ways of “making digital work”, the Property Department has come under increasing pressure to revisit the structure of their departments, with a view to streamlining processes and procedures.

If we analyse how property maintenance orders are created and assessed, it is clear to see that the information starts with the end line customer – the store.