CIQ - Collective IQ®
Improve your helpdesk experience
The volume and complexity of incidents make the resolution time and cost of tickets higher.
Collective IQ® analyzes and prioritizes the most common resolutions and in just one click, improves Helpdesk efficiency and end-user experience.
Experience based solution
Establish proactive IT operations
Eliminate your user experience blind spots
How do you measure the level and quality of your employees' experience with technologies and work devices?
With digital transformation and remote work, poor IT user experience has a direct impact on customer satisfaction, employee productivity, and morale.
Collective IQ® uses Patent Pending technology to measure and quantify your digital experience.
How digital barriers impact experiences
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Employees
- Interruptions and low performance of services impacting productivity
- Time required for troubleshooting
- Digital friction
- Frustration, low engagement
- Resignation and turnover
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Service Centers
- Inefficient IT support, diagnostic, and troubleshooting
- Dealing with high priority tickets
- Waste of resources
- Lack of visibility for correct decision making
- Unreported or hidden employee problems
The satisfaction survey of resolved tickets may have excellent grades, however 70% of bad experience issues with technologies and devices are not reported to service desks.*
*Gartner
80 hours wasted each year, per employee due to IT related issues.*
Equivalent to over $1.2M*
*Estimated $15/hour for a company with 1000 employees.
Establish an authoritative measurement of digital experience
Identify organizational technology adoption or usage trends
Combat digital friction caused by unreported performance issues
Proactively identify device performance trends
Improve IT Service desk experience by surfacing essential data to accelerate problem resolution
Assess and remove digital barriers to business outcomes in remote, local and hybrid work models
Helpdesk Efficiency
- AI-driven root cause analysis
- Smart prioritization of tasks
- Automation of problem analysis
- Avoidance of future issues through prediction
Energise User Engagement
- Help users perform tasks with measurable satisfaction
- Drive productivity by minimizing technical conflict
- Provide intelligent assistance on demand
- Enable IT to monitor and improve services for all users
Leverage IT Asset Management to Drive Satisfaction
- Operations and Finance teams see user productivity and sentiment improvements
- Operations anticipates issues and addresses them before they become problems
- Helpdesk knows the user’s environment to speed ticket creation and resolution
- IT can cost-effectively give users what they need
Slow
My work is piling up because everything is so slow! I’ve got fast Internet and a great PC. Yet I’m waiting for stuff to complete and sometimes the system appears to freeze. I’m really frustrated and want a new job if this can’t be resolved quickly!
THE STUFF FREQUENTLY FAILS
My supervisor keeps scolding me for not getting my tasks done. The company provided me with computing tools, access to the network and database, applications to use, but stuff frequently fails and I can’t figure out why. I submitted a ticket to Helpdesk and they seem clueless as to what’s wrong. I’m going to lose my job if this continues!
WHERE DO I TURN FOR HELP
My job is interesting, exciting, and challenging. While I can figure out a lot of things, I am sometimes confused and need help. Where do I turn for help that is not the responsibility of Helpdesk or something that my boss should be handling?
I DO LOTS OF WEB CONFERENCING
I do lots of web conferencing. Sometimes I’m working remotely, but even in the office it is an often-used tool. My equipment and network are fine, yet I frequently experience garbled video and/or audio, and even dropped calls. It’s so very frustrating!
I’M A HELPDESK EMPLOYEE
I’m a Helpdesk employee struggling to quickly resolve problems that have no apparent fix. Correlating PC resources, WiFi characteristics, employee location, and more strains my ability to do a good job, let alone in a timely manner. This is hard and I don’t want to disappoint people or have them frustrated!
More than 50% of C-Levels will use DEX to prioritize and measure the success of digital initiatives in their companies by 2025. A significant increase from less than 5% pre-pandemic.
*Gartner – Innovation for the Digital Employee Experience – Dec2021
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