So you’re thinking about trying out RevTwo’s AI technology? Here are some tips based on our experience with other customers.
IDENTIFY KEY ISSUES
To get started, talk to your service and support teams and identify 3-5 common service/support use cases that usually result in having to send a technician onsite.
One way to get your team thinking is to consider issues with one of these characteristics:
- An issue that happens often
- Something that was expensive when it happened
- Something that everyone in the organization would know about
It also doesn’t have to be something cut and dried like “the water pump failed”. Most complex issues are not that straight forward and usually have multiple root causes and symptoms. For example, it could be “my system is running slowly”.
HOW DOES IT IMPACT THE ORGANIZATION?
To help prioritize, it would be great if you could identify the cost of this issue, both to your organization and to your customer. It will be important to be able to show real business value on how RevTwo will help you avoid or at least drastically reduce the expense of dealing with these issues. The technology doesn’t matter if you’re not solving a business problem that can be measured!
One example would be to use reduced resolution time as a business case. In that instance, you look at each issue and calculate its resolution cost: Cost = resolution time * labor rate.
WHAT IS THE ROOT CAUSE?
Ultimately, what was the root cause? Some use cases have many root causes, making them more complicated to diagnose. Some do not.
HOW WAS IT DIAGNOSED?
How was the root cause identified? What things were asked about, what was looked at, tested, etc?
What would also be extremely helpful is to list out the diagnostic indicators that were used. Examples would be sensor readings, log files, registry settings, and where they are located (e.g., file, table, etc).
HOW WAS IT FIXED?
What steps were taken to fix the issue? If you have a knowledge base, where is the article that explains the solution?
WHO IS THE EXPERT?
All organizations have that one person (or several of them!) who has been around for a long time and has seen it all. Ultimately, you want RevTwo to be as smart and knowledgeable as that person so that the entire service and support team can have access to that know how. Spend some of your time talking with that person in order to make sure that the best diagnostic and repair steps are input into RevTwo.
If you want to learn more about how RevTwo can help your service and support organization reduce triage and resolution time, email me at dave@revtwo.com