Andy Jenners' career spans over 30 years in operational management of IT services in customer facing and commercial roles within the digital pre-press, IT, air transport and technology markets. In the past he has worked for companies such as The Telegraph Newspaper, Compel (now part of SCC), SITA and a&o Systems and Services before joining ESP Global Services in 2011.
Since joining ESP in 2011 he has progressively adapted the company’s Operations in line with the growth and diversification strategy. He has introduced a customer focused, results driven ethos, underpinned by a change oriented culture that has enabled ESP to establish a worldwide foot hold in the global IT services industry.
Andy would like to share ESPs journey using Self Service. Initially this was seen as an internal support tool to move ticket logging for ESP staff away from email, to enabling them to log their own requests via a portal. They then used Self Service to provide a shop front for new equipment requests and simple service requests, again initially internally before then using the technology to share with their customers.
Since the adoption of this simple Self Service portal, ESP have now moved to a more complex integration, helping them to meet the challenge of very tight SLA’s (15 minutes and upwards) for some of their Customers based at Airports. The Self-Help tools links the Customers shared airport system, their ITSM tool set and in-house engineer App to provide a seamless Self-Help tool that enables users on Check-in desks and Gates at Airports to log their tickets via an App on their PC. This routes automatically via the ITSM tool set (logging and tracking the ticket) through to the onsite engineer, who can then provide real time updates to the end user on when he will arrive and resolve their issue.
Their next stage of automation is to integrate RPA/AI in to their environment, which hopefully will assist in speeding up the process further, driving out any errors and therefore enhancing the customer experience even more.
Ironically, this new technology actually now lends itself to a call logging method that they initially tried to avoid, Email. RPA utilises this technology, amongst many others, as a method of communicating with end users and will potentially change, once again, the channels used for fault logging both for their internal and external customers.
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