IT could use self-service - Gartner

As much as 40% of service desk calls could be saved through IT self-service; that's the theory, but the reality is that only 5% of issues are actually are solved by IT self-service, reports Manufacturing Computer Solutions.

This is according to analyst Gartner, which forecasts that, by 2015, the majority of IT organisations will have less than 10% of contact volumes managed by IT self-service.

The organisation's research vice-president David Coyle puts it thus: "IT self-service is a great concept, enabling and empowering end-users to solve their own IT problems, thereby allowing support organisations to gain efficiencies through a reduced incident and request workload."

Revol Wireless, a provider of contract-free wireless phone service, introduced self-activation and account management capability on its mobile phones powered by Telespree Communications, a provider of on-device self-service solutions, writes TMCnet.

According to the company, with Telespree, its subscribers can enrol for new service directly on their handsets without calling customer service or requiring in-store assistance.

In addition, subscribers with Web-enabled devices can also manage their accounts post-activation on their phones.

The Isle of Man post office has introduced self-serve postal kiosks, to try and cut the queues, states Isleofman.com.

The two pay-and-post machines have been introduced in the Regent Street post office in Douglas. Customers had requested to see a reduction in queuing times, quicker transactions and self-service weighing positions.

Marty Quine, general manager of the post office's retail network, says: "The kiosks are about meeting customer requests for a modern way of transacting business in the retail world."