for your service desk
More Power Where's It's Needed
Overcee allows you to put more power where it's needed: in your first line teams. Research has shown that the cost of an average ticket resolution increases by up to 3 times as much when escalated from first to second line, and up to another 1.5 times when it is then escalated to third line. Resolving tickets in the first instance should be one of the highest priorities of any Service Desk.
When some tickets inevitably still require escalation, this is often taken as an opportunity to enter into the Problem Management system and improve available processes so that it doesn't happen again. Overcee can help this by making it possible to identify new tools or settings that can be made available to the first line to catch and resolve future instances straight away.