The Benchmark Report 2024 for Service Management – Freshservice, created by developer Freshworks of India, is launched in Brazil by the technology hub Nortrez, strategic partner of the Indian brand in Latin America.According to the data collected, the implementation of automation in the customer service process resulted in a significant increase in resolution on the first contact, with a growth of 77%. Furthermore, organisations that have adopted these automations have recorded an average reduction of 26,63% in ticket resolution time, demonstrating the positive impact of these solutions on operational efficiency
The study analyzed data from more than 9,4 thousand organizations in 14 different branches, involving representatives from more than 100 countries. In total, more than 167 million IT tickets were analysed. The main objective of this report is to establish a benchmark for the Key Performance Indicators (KPIs)., encouraging organisations to measure their performance effectively. Through this process, Technology leaders are prepared to adopt quick solutions., robust and adding proven value to the business
The main objective of the report is to provide valuable insights for technology leaders, allowing them to adopt quick solutions, robust and add proven value to the business
The research addressed several aspects of service management., such as the inclusion of strategic indicators for 2024, providing a detailed view to guide the planning and operations of the support teams. Furthermore, the report allows the comparison of results and the identification of opportunities for improvement
The study highlights the analysis of service channels and the impact of generative artificial intelligence on Information Technology Service Management (ITSM).. ⁇ With the increasing adoption of self-service solutions and omnichannel support, Quality in customer service has become a key aspect for innovation teams.. In this context, AI has proven to be a powerful tool in service management., highlights Dantas.
Another relevant point identified was the potential of artificial intelligence in improving IT support.. Organizations using this technology have observed an average of 53% deflation in support tickets., in addition to an increase of 34,58% in the speed of incident resolution. ⁇ Generative AI is a powerful ally and allows the automation of repetitive tasks, leading to time optimization.,highlights the expert.
