The customer-centric, Technology Support self-service portal is well established among Accenture people with most support contacts made through this consumer-style, self-enablement channel.
ACCENTURE TECHNOLOGY SELF-SERVICE PORTAL = ONE-STOP SHOP
Find technology solutions
Submit/ check status of tickets
View educational content
See personalized alerts
Choose contact channel: Web, phone, e-mail or crowdsourcing
The self-service area across Accenture is one of continuous improvement and investment with new capabilities being added to drive more incident volume via self-service channels. This self-service provides the same answers with the same quality as with a live agent to maximize people’s time.
Accenture is moving toward having all support and services that can be self-enabled delivered that way. A step in this direction has been the introduction of a single Accenture Support Portal on the ServiceNow platform that covers all business areas to provide one starting point for any help.
Further enabling Accenture’s digital agenda is a major change to its Service Desk program to introduce digital tools and technologies that will transform the provision of technology support to all Accenture employees and greatly reduce the number of interactions requiring Service Desk assistance.
New self-service and automation capabilities will be deployed providing automated solutions to common problems, real-time diagnostics with semi-automated solutions for agents and self-heal technology. Service delivery will be analytics driven and fully integrated with digital channels to proactively manage and deflect issues to minimize employees’ use of the Service Desk.