Published on August 31st, 20120
Fixing unreported errors can save millions
The majority of IT system errors go unreported despite the damage they can cause organisations and their customer service.
Mike Zuckerman, chief marketing officer for end-user experience management specialist Knoa Software, says that ‘insignificant’ problems become very significant over time. “98 per cent of errors happen eight or more times before they are reported. When I push the enter key, how long is my response time? There are undiagnosed errors and performance problems happening everyday damaging the user experience and productivity.”
Technologies that monitor what’s happening to user-facing IT, such as that provided by Knoa, can unearth major problems which if fixed can lead to significant savings. “BT for example, saved £1.5 million per year by highlighting and fixing performance issues identified by our user experience management software. That’s the equivalent of having 75 additional staff in their contact centre.”