Reflection storytelling

Challenge

I work as an incident manager in a real estate company. I often receive multiple complaints  from our business partners about the high average time that elapses between posting an  incident in our ticketing tool and resolving it. The number of tickets was on the rise, and  company departments felt their problems were not being taken seriously enough. We had to  reduce the number of open tickets and resolve them faster.

After discussing the problem with the teams involved in resolving the incidents, we realized  that in most cases a large part of the time was wasted in the process of assigning the problem  to the correct resolution group and in the subsequent analysis and solution by the resolution  team. In both cases, this ineffectiveness was caused by the same reason, the lack of clarity  when describing the problem in the ticketing tool in such a way that it was easy on the one  hand to identify the correct solver team and, on the other hand, to reproduce and solve the  problem by the resolution group.

Selection

Reviewing a large sample of tickets that we had complaints about, we could see that most of  them had extensive explanations about the problem the user was experiencing but these  explanations did not have the correct approach. Many times, the user who opens the ticket  about a problem in their daily work knows perfectly the work they do in their day to day but is  not aware that those in charge of solving their problems also attend to incidents from the rest  of the departments of the business and they don't have the specific knowledge of all areas. We  believed that it would be positive to train users who open incidents by explaining what  happens to their tickets once they are opened until they are resolved. We are convinced of the  effectiveness of storytelling to address complex issues from a much simpler and  understandable point of view, that is why we decided to use storytelling as a tool to carry out  this training in a more enjoyable way, helping the user to empathize with people trying to help  them with their technical problems, without having to go into tedious details.

Application

We decided to turn an example of a technical problem into a domestic problem. We posed a  problem to the user. The user had to make a trip abroad and needed a family member to feed  their cat. The only requirement was that communication with your family member would be  through a letter.

We explained that the user knows his family member, but the postman does not, so for the  letter to reach its recipient without problems, it was necessary to clearly and concisely detail  the recipient's data.

Once the letter has reached the family member, he should solve the problem, that is, feed the  cat. This task is simple if the family member has all the information he needs. Where the cat's  food is stored, where its plate is, how much food to put in and how often. Otherwise, the

family member may have to contact the user to resolve their doubts, with the consequent loss  of time.

Insight & Approach

From the first moment it was clear that there are several teams that intervene in the  resolution of incidents and that each of them has its functions and knowledge. Each of these  teams require clear and complete information in order to carry out their work as efficiently as  possible.

The users assimilated the equivalences between the letter and the ticketing tool, as a means of  communication of the incident, between the postman and the ServiceDesk, as responsible for  identifying the team that must resolve the incident, and between the solving team and the  relative, who must solve the problem and that will not be able to do it efficiently if does not  have all the necessary information.

The time to resolve issues has been significantly reduced as there are fewer errors in assigning  the correct resolution group. The number of communications needed between technicians and  users to identify the problem has also decreased. Users have understood the problem and  realized that by providing the right information we can offer them a better service. The  evaluation of our department has improved compared to the previous year.


Reflection storytelling Challenge I work as an incident manager in a real estate company . I often receive multiple complaints from our business partners about the high average time that elapses between posting an incident in our ticketing tool and resolving it . The number of tickets was on the rise , and company departments felt their problems were not being taken seriously enough . We had to reduce the number of open tickets and resolve them faster . After discussing the problem with the teams involved in resolving the incidents , we realized that in most cases a large part of the time was wasted in the process of assigning the problem to the correct resolution group and in the subsequent analysis and solution by the resolution team . In both cases , this ineffectiveness was caused by the same reason , the lack of clarity when describing the problem in the ticketing tool in such a way that it was easy on the one hand to identify the correct solver team and , on the other hand , to reproduce and solve the problem by the resolution group . Selection Reviewing a large sample of tickets that we had complaints about , we could see that most of them had extensive explanations about the problem the user was experiencing but these explanations did not have the correct approach . Many times , the user who opens the ticket about a problem in their daily work knows perfectly the work they do in their day to day but is not aware that those in charge of solving their problems also attend to incidents from the rest of the departments of the business and they do n't have the specific knowledge of all areas . We believed that it would be positive to train users who open incidents by explaining what happens to their tickets once they are opened until they are resolved . We are convinced of the effectiveness of storytelling to address complex issues from a much simpler and understandable point of view , that is why we decided to use storytelling as a tool to carry out this training in a more enjoyable way , helping the user to empathize with people trying to help them with their technical problems , without having to go into tedious details . Application We decided to turn an example of a technical problem into a domestic problem . We posed a problem to the user . The user had to make a trip abroad and needed a family member to feed their cat . The only requirement was that communication with your family member would be through a letter . We explained that the user knows his family member , but the postman does not , so for the letter to reach its recipient without problems , it was necessary to clearly and concisely detail the recipient 's data . Once the letter has reached the family member , he should solve the problem , that is , feed the cat . This task is simple if the family member has all the information he needs . Where the cat 's food is stored , where its plate is , how much food to put in and how often . Otherwise , the family member may have to contact the user to resolve their doubts , with the consequent loss of time . Insight & Approach From the first moment it was clear that there are several teams that intervene in the resolution of incidents and that each of them has its functions and knowledge . Each of these teams require clear and complete information in order to carry out their work as efficiently as possible . The users assimilated the equivalences between the letter and the ticketing tool , as a means of communication of the incident , between the postman and the ServiceDesk , as responsible for identifying the team that must resolve the incident , and between the solving team and the relative , who must solve the problem and that will not be able to do it efficiently if does not have all the necessary information . The time to resolve issues has been significantly reduced as there are fewer errors in assigning the correct resolution group . The number of communications needed between technicians and users to identify the problem has also decreased . Users have understood the problem and realized that by providing the right information we can offer them a better service . The evaluation of our department has improved compared to the previous year .