The Martin Agency Boosts Service Delivery for Employees on the Go
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Employees are on the move now more than ever. Mobile technology innovations mean that work is no longer limited between the four walls of an office or cubicle—and it hasn’t been that way for some time. In fact, IDC predicts that mobile workers will account for nearly three quarters (72.3%) of the total U.S. workforce by 2020. This trend towards mobility is escalating as employees are easily able to accomplish all of their everyday tasks from the airport, in foreign countries, or in the back of an Uber via a combination of mobile devices, enterprise applications, and self-service portals.
The Mobile Workforce
One would be hard pressed to find a more perfect example of a mobile workforce than The Martin Agency. This well-respected advertising agency has developed some of the most talked about and award-winning campaigns including: The GEICO Gecko and Cavemen, Virginia is for Lovers, and FreeCreditScore.com. Its team of 500+ creatives, user experience pros, media planners, number crunchers, and freelancers is spread out across 23 countries. And its workforce doesn’t stay still in one place for long. “85% of our people are not at their desk 85% of the time,” says Jonathan Bourke, Global Head of Technology for The Martin Agency. Employees are constantly in different parts of the world shooting creative or scouting locations.
Keeping Workers Creative
Delivering services to a global workforce that’s constantly in flux is a major challenge, but The Martin Agency understands the importance of providing exceptional service to their employees and extended workforce. “Our job is to be of service to the talent in our agency, so they can focus on creating award-winning ads,” says Bourke. Implementing one central, agile, and scalable service management system means users in all parts of the world are able to quickly get services from any device, at any time.
Improving Service Delivery
After evaluating ten different vendors, The Martin Agency ultimately selected EasyVista for its mobile-first design, extraordinary flexibility, and strong cultural fit. “Mobility was a big deal for us in selecting a service management platform,” says Bourke. “Not only are our people not at their desk, but they’re often not in a building at all. Other solutions we looked at wanted us to be a corporation in cubes.” With the deployment of EasyVista’s mobile-first service management platform, The Martin Agency expects significant results within the coming months:
Higher customer satisfaction scores: The agency expects higher customer satisfaction scores related to service—not just from individual end users but agency departments like human resources, finance and operations.
Accelerated ticket resolution: It expects to accelerate support ticket resolutions for employees and freelancers, especially for tickets that carry compliance obligations.
Reduced compliance tasks: It plans to reduce time spent on mundane compliance tasks. About half of the agency’s 15,000 annual support tickets are related to Sarbanes Oxley controls or freelance contractor issues. “These kinds of tickets activate 30+ required actions which can now be fully automated,” Bourke explains.
More time spent on higher impact activities: The firm expects to direct more time to solving problems and serving end users as compliance duties are automated.