Implementing a Help Desk Solution
One step often overlooked in the process of selecting a help desk solution is its implementation period. This often ignored step can greatly hamper employee productivity and hamper customer service.
Implementation periods range widely in the amount of time needed to get the help desk solution up and running. Simple web-based help desk platforms can be up instantaneously, while other more complicated platforms may take weeks or even months to be fully implemented. The time cost of implementation is something that is often not taken into consideration which can be a very costly mistake. Failing to account for and prepare for these implementation periods can have a negative impact on company operations which could have negative repercussions on the company’s customer relationships.
The implementation period is a transition period that can be a very stressful time for employees and customers as people are still getting used to and learning the new system. After implementation, training may be necessary to allow employees to familiarize themselves with the new system. Customer service and employee support may suffer as a result of this transition. Being aware of these potential deficiencies during this period can help companies ready themselves for these effects and try to limit the negative effects during this period.
Implementation periods, although troubling and often problematic, are a very necessary step in the process of adopting a new help desk solution. Although many of these problems will arise regardless of the amount of preparation, being prepared can help mitigate or soften the negative impact an implementation period can have on your organization.