Presenter – Nicole Bailey — Marketing Consultant – Enable Professional Services
Enable has been named as one of the fastest growing IT company in Australia. At the CRN Fast50 awards last week, we were ranked 23 overall in a group of 50 impressive IT organisations, the awards are in their 10th year and are a recognition of Australian IT companies that achieve remarkable growth.
Simon Sharwood, Editorial Director, at CRN said:
“The 2018 Fast50 was the fastest yet: entrants posted an average growth rate of 87.1 percent, up from 2017’s 85.3 percent.”
“That entrants continue to accelerate tells us a lot about the IT industry’s ability to reinvent itself and add new value to the businesses it serves.”
“It also shows that the channel continues to attract talented, courageous and determined entrepreneurs.”
“And above all it shows that collaboration is king. Nobody in the CRN community can succeed by themselves. And that’s why the Fast50 really matters, because bringing people together is an essential function of the channel. We’re proud to play a small role in helping those meetings and collaborations to happen.”
2018 is the second year that Enable Professional Services has secured a place in the CRN Fast50!
This blog will help you uncover major Customer Service Management (CSM) offerings and will answer how can you use CSM to expedite your service behaviour.
The magic of Customer Service starts with getting to know your customer better. CSM provides you with simple but powerful objects to set-up structured data of your customer accounts and partners. You can identify sites and points of contact for your customers. You can also make system aware of entitlements your organization abides with your customer. These milestones elevate your customer service journey and help you serve them better. To go one step further, you can also authorize your contacts based on defining their respective responsibilities.
CSM offers you 2 major offerings –
1. Case Management – Cases act as very potential façade to capture any sort of customer interaction and later triage it into incident, requests, problems or simple enquiries.
2. Field Services Management – How often do you experience not knowing when a field engineer will get to your location to quickly help you resolve an urgent issues that you are facing.
With CSM – Field Services Management, you can now view available appointment windows, make a selection, and book a service appointment from the service portal. All this from the ease of your laptop/mobile. If you require immediate attention, the service desk dispatch agent can also view the map and assign field engineers that are near to you so that less time is spent on travelling and your issue can be quickly worked on. This provides transparency and ensures that you get all the attention you need to get your issue resolved
With self-serve capability, you can let your B2B and B2C users login into your own CSM portal. You can grant restricted privileges to some contacts in your customer’s domain to manage their own end users. This is like giving power back to the business where your customer can take care of some volumes of transactions like user provisioning etc, and thereby freeing up your Service desk resources for more potent cases.
Customer service management is a very powerful plugin available within your ServiceNow platform with many upgrades queued up in upcoming releases. ServiceNow is investing heavily based on best practices learnt from different customer service domains and this is definitely a great time to leverage benefits from this out-of-box utility.
Presenter – Dan Pirone — SERVICENOW BUSINESS PROCESS CONSULTANT
Bruce Hara, Managing Director for Enable shortlisted for the prestigious Optus My Business Awards – Business leader of the Year.
Bruce Hara from Enable Professional Services has been shortlisted as a finalist to win in the Business leader of the Year category at the prestigious 2018 Optus My Business Awards, the premier event of the year for SMEs.
The Optus My Business Awards, which covers 28 categories, acknowledges best practice within a particular industry sector, as well as individual business leaders, excellence in customer service and achievements in innovation, corporate social responsibility and workplace culture.
Winners from company related categories will be shortlisted for the highly coveted Business of the Year Award.
Adam Zuchetti, editor of My Business, said it is another big year for Australia’s longest-running SME awards program, with a record number of submissions this 2018.
The winners will be announced at a black tie awards dinner on Friday, 9 November at The Star, Sydney.
Congratulations to Anthony Nantes from Wisr for taking out the award this year.