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Desk.com introduction for Manchester

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on 7 January 2016

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Transcript of Desk.com introduction for Manchester

Introducing Desk.com

Overview of process
Questions or comments?
Next steps
UK customer services team - already live with Desk.com but keep informed
Wesel customer services team - go live 27 April
Rest of ESOs - go live May-June subject to plan approval
Amanda Russell - Group Marketing Systems Manager
Kathleen Lehnigk - Group Salesforce Administrator

What is Desk.com?
"A customer service application that helps companies deliver outstanding customer support"
It can replace Outlook for our customer service enquiries
Why do we need Desk.com?
Quicker to search than Outlook
Easy to pass a case to colleagues
Can use standard replies - saving time and ensuring consistency
Can see status of case at a glance - even if assignee is away
All information relating to a case is in one place
What's good about Desk.com?
Less reliant on Outlook - Desk.com is a more appropriate tool to do the job
Easier collaboration between staff
Single view of customer interactions
Potential to gather data on the type of enquiries - identify 'pain points' for customers
Ability to monitor volume and source of calls
Potential to create FAQs to populate customer facing website
How will it help the business?
Project plan
UK Sales Office live since April 2014
Reference materials tech team in UK went live January 2015
European sales offices - customer services teams - live April - July 2015
Manchester office, US - went live July 2015
What do your colleagues think?
Now we'll show you Desk.com
How many emails do you deal with in one day?
How do you deal with the same question numerous times?
How do you decide who deals with each enquiry?
Saving you time.....
“The advanced search functionality is amazing! It sure beats searching through every folder in Outlook”
“I’ve had a few emails saying ‘Thanks for responding so quickly’ – it’s nice that people are noticing”
“My workload appears much more manageable – each case contains all the information, instead of numerous emails in Outlook in my inbox"
“It did take a week or two to get used to, but once I did, I haven’t looked back”
“I’ve been very impressed with the reports from desk.com – they are much better than I thought they would be”
“I’ve used the macros a lot – they are so useful for creating standard replies”
A customer case study
Full transcript