We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.
You can download the full report here.
We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.
How did we arrive at this conclusion?
We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.
Watch our video to get a glimpse of some of our key observations from the report.
There’s no doubt that automation helps everyone. When it comes to metrics though, it’s important to identify the potential knock on effect too. For example, the use of automation for self-service removes many of the simpler tickets from the service desk. The result is that service desk analysts then deal with more complicated and time-consuming tickets on average - with a need to revisit the related targets to reflect this.