Breakfast Briefing 6: Customer Case Study:Self-Help Technology Yields Positive Self-Service Results


Wednesday, October 17 at 7:30 AM

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Elliott Davis, a top accounting, tax, assurance, and consultancy, who is consistently voted "Best Places to Work" makes employee satisfaction a top priority. Providing a better employee experience is paramount in driving both productivity and employee satisfaction.

In 2018, Elliott Davis rolled out a new, company-wide technology project, "InTune", which focused on improving the onboarding process for professional staff. The CIO set a goal of reducing service desk calls by 20% by providing employees the answers they need for common questions.

In this session, Nathan Gaude, Manager of Direct Services for Elliott Davis, and Evan Carlson, VP of Business Development and Strategy at EasyVista, will explore what modern knowledge tools, analytics and best practices you should use to deliver more engaging, interactive knowledge experiences to your employees and customers to help reduce service desk calls, improve employee onboarding, and efficiently support technology rollouts in your organization.

Nathan Gaude

Manager of Direct Services
Elliott Davis

Nathan Gaude managers Direct Services for IT with Elliott Davis, supporting nine helpdesk team members, 900 users, and 250 application across six departments.

Evan Carlson

VP, Business Development & Strategy
EasyVista

Evan Carlson specializes in driving innovative strategies to address IT’s toughest challenges. He is currently focused on championing the benefits of going beyond the traditional knowledge base by using Self Help to provide better interactions between the customer and support technician.