The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
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Transcript of The DIY Service Desk – Maximizing the Value of Self Service - Christophe Capel
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#atlassian
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CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
The “Do It Yourself” service desk
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Contract review requests
+100%
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Internal customers growth
+200%
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Introducing the Legal Express Lane
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72% of customers prefer to self-serve to answer their questions
Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.
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Creating a self-service desk
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Creating a self-service desk
1. Track the process
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Creating a self-service desk
1. Track the process 2. Find the "low hanging” service requests
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Creating a self-service desk
1. Track the process 2. Find the "low hanging” service requests3. Enable self-service
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1) Track the processLego Explorer by JonoTakesPhotos
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2) Find the “low hanging” service requestsRisk
Impact
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2) Find the “low hanging” service requests
Focus legal resources here
Risk
Impact
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2) Find the “low hanging” service requests
Focus legal resources here
Legal Express Lane
Risk
Impact
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Self service by Mark Skipper
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I need a kick-a$$ idea for our next JIRA Service Desk Marketing campaign!
– Christophe Capel, JIRA Service Desk Marketing”
“
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You mean, you need a
Chuck Norris idea, right?”“
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go/legal
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Matthew Rasmussen, Atlassian’s Legal
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Last quarter, thanks to the Legal Express Lane, 43% of the contract submissions required no material legal review.
– Matthew Rasmussen, Atlassian’s Legal”
“
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Results
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Thank you!
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL