Professional Documents
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and Wolter
Smit, TOPdesks
TOPDESK
MAGAZINE
- JUNEco-founders
2016 11
focused on operator usability. Since this target group works with the
In 2016 user experience is not limited to the operator. Now its time
Shift left left takes this a step further: it lets customers find answers
match their style and person group. This way you can for instance
let the secretary group reserve rooms from their start page, and
search bar, making it easy to share and find knowledge. When a user
fills out a form, they are immediately shown the relevant knowledge
items, manuals or FAQs. This lets them quickly solve their own
easily create forms that help them retrieve all the information they
problems and help each other, without having to call the service desk.
need to resolve calls, and lets users easily find the right forms. This is
how we bring users and operators closer together, ensuring calls are
resolved as quickly as possible.
frustration. But its even better if you can resolve problems before
theyre even logged. In the years to come, more and more organizations
will invest in what we call shift left and shift left left.
and more organizations will change their mindset and make the
cheaper for both software suppliers and users to make small changes
on a daily basis.
questions: the answer is shifted left in the chain. Weve used this
strategy for a while now and have noticed that it does save time
development this year. We consider this new method as the next step
can always use the newest technology. They dont have to spend time
track the current status of their calls. In the future, organizations will
no longer accept this. Instead theyll expect their supply chain to grant
helping customers.
immediately as well.
End users dont want to think about where they can find their services.
end user. This helps us connect the entire chain, from end user to
doesnt have to repeat their question, the supplier can respond more
Thats why organizations will have to focus more and more on shared
the back office in this process, but you do need to offer end users one
starting point.
of the end user. They have to offer one integrated service across the
entire chain, be easy to use, and include a custom interface that lets
and we fully support this development. In the next years, we will make
you one portal for creating a service portfolio that is relevant to several
user groups.