Maximising Self-Service Adoption

27 April 2020
  • Bonhill House, London
  • 1 Day
  •  Members Price: £499.00
  •  Non-Members Price: £595.00

Receive advice and support in creating a successful self-service adoption strategy, and how to optimise your customer’s experience.


“73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption.”


This specialist one-day workshop will guide you in creating a successful strategy to overcome the issues many service desks face with the adoption of self-service. You will be supported to configure ways to communicate these strategies to your team and how to encourage customers to use your self-service portal more frequently.

During this engaging  workshop you will learn about these key factors:

  • Strategies for Self-Service
  • Maximising Customer Engagement
  • Marketing and Communications
  • Knowledge Management
  • Continual Service Improvement

To help you create a successful self-service adoption strategy you will be provided with planning documents and analysis exercises. You’l also be able to discuss your self-service goals whilst receiving advice and guidance from an expert service and support practitioner.

Download Self-Service Leaflet



Workshop Outline

This one-day workshop will cover:

  • The Strategy for Self-Service– understand the purpose and objectives of self-service and the business value it needs to deliver.
  • Measures of Success– consider the critical success factors, targets and KPIs that underpin the strategy.
  • Process integration– understand the relationship between self-service and service management processes to ensure they are efficient, effective and seamless.
  • Customer Engagement– explore the importance of adopting an outside-in approach to designing or improving self-service by analysing current usage and engaging with customers.
  • Engagement Methodologies– identify and review the options available for finding out what is really important to your customers
  • Defining the customer experience– explore use case scenarios to define the experience for different types of customer
  • Marketing– consider marketing opportunities and develop a marketing plan for promoting self-service aligned with the customer experience
  • Communications– develop a communications plan aligned with your marketing strategy
  • Knowledge Management– review the principals of knowledge management best practice and the importance of customer-centric knowledge for self-help
  • Continual Service Improvement– identify quality assurance activities and using ongoing feedback to sustain effort and develop a roadmap for the future
After the workshop delegates will be able to...
  • Explain the business strategy for self-service
  • Identify objectives, critical success factors and KPIs for the channel
  • Identify and integrate with existing processes
  • Analyse customer behaviours and gain commitment
  • Develop and use case scenarios to improve the customer experience
  • Develop a customer focussed knowledge management process
  • Establish standards for quality assurance
  • Develop a marketing and communications plan
  • Ensure a continual service improvement focus
Workshop Details

This workshop takes place at Bonhill House etc venues Moorgate in central London, see map below.

The day runs from 09:00 – 16:45 with two 15-minute refreshment breaks and a 45-minute lunch break.

Prefer to run this workshop in-house?

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises.

Find out more by visiting our bespoke and in-house training page here>>

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