Provide excellent customer service while improving performance and reducing costs
CAI's Service Desk solutions enable organizations to reduce issue resolution time and increase end-user satisfaction. Our service desk clients benefit from higher productivity, improved accuracy, and cost savings.
The adoption of self-service portals and automation equates to instant answers without the need to open a service desk ticket. CAI shifts left to reinvent your service desk with automation tools and a ServiceNow platform to deliver customer satisfaction.
To pivot toward the future and accurately measure efficiency, CAI has developed the Shift Left Index for modern service desks. The Index runs on a scale from -10 to +10 to reflect the maturity and productivity of your service desk. It tracks continuous improvement drivers to meet today’s necessity for a seamless customer experience.
With the CAI Shift Left Index, a service desk can more accurately determine where it is meeting its goals, how its investments are paying off, and where it can improve.
The CAI Shift Left Index helps clients measure their goals, ROI on IT investments, and identify areas for improvement.
Simple but time-consuming requests no longer need intervention from the service desk. CAI finds opportunities for automation to reduce number of contacts.
CAI uses ServiceNow, the premier service management platform to deliver efficient end-user support.
Shift left for savings.
The CAI Shift Left Index calculates five key data points: FLR, knowledge creation, self-service catalog items, contact volume, and customer satisfaction. The Index runs on a scale from -10 to +10 to reflect the maturity and productivity of your service desk.Details
The impact of shifting left is a lower cost to resolve service requests, faster resolution times, less backlog for level-two support, and higher customer satisfaction. This approach dramatically transforms your service desk operation into a drama-free resource to support your organization.
Game-changing advances in technologies, a new generation of end-users, rising labor costs, and shifting metrics demand that CIOs reconsider how they measure their success.
Metrics are necessary to identify areas for improvement. CAI has developed a full contingent of metrics to determine your operational health.
CAI works with clients to leverage the ServiceNow platform, RPA bots, and other automation tools to streamline processes.
Not every process can be fully automated. CAI embraces documentation to identify opportunities and implementation within a service desk operation.