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Automated self-service can empower your users to solve many of their IT issues themselves, often with greater speed and accuracy than they would experience through a live help desk. That can make a big difference in lowering IT staff costs, as well as increase customer satisfaction.


When was the last time you walked into a bank? Chances are, it has been awhile. In fact, for many of us, banking takes place entirely online. We log on to check our statements, pay our bills, and transfer money. Our “main branch” is now our laptop, desktop, BlackBerry, or iPhone. The process is so well automated that we rarely need to interact with a human being. It’s quick. It’s easy. And it’s efficient and economical. Banking could be the poster child of self-service.


Assuring that a transition to self-service runs smoothly and efficiently requires careful planning and a cultural shift. But the payoff in customer satisfaction and reduced costs is well worth the effort.


As you implement self-service automation, follow these five steps to self-service success;

Step 1: Strategy

Step 2: Planning

Step 3: Communication

Step 4: Implementation

Step 5: Continual Service Improvement


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