CFOtech New Zealand logo
Technology news for Kiwi CFOs and financial decision-makers
Story image

IT teams deploy powerful technologies to enable remote work

By Catherine Knowles
Tue 17 May 2022

Freshworks has announced the findings from its second annual Freshservice Service Management Benchmark Report which measured key performance indicators (KPIs) for the IT industry across 62 million tickets in 2021.

The report revealed that global IT teams adapted to remote work in 2021, resolving employee tickets 23% faster than the year before as overall resolution time for IT tickets went down by seven hours.

In a world where employees increasingly rely on technology to get their work done at home, in the office, and everywhere in between, the Freshworks report confirmed that new technologies, that enable chatbots and virtual agents, are making a substantial impact helping employees and companies become more productive, and even delighting them along the way.

Freshworks CIO Prasad Ramakrishnan says, “Making sure IT works flawlessly is essential for modern businesses to succeed. Analysing data from around the world, we found that IT teams mastered the challenges of remote work last year in large part by employing powerful yet easy-to-use technologies that help them do more, faster. Importantly, these technologies are also engaging employees at work, which is critical to help companies retain talent and grow.”

The report analysed anonymous, aggregated data from 86 countries, more than 4,200 organisations, and over 62 million unique employee support tickets.

New tech features, including AI-powered responses, played a significant role in speeding up resolutions as bots deflected nearly 60% of tickets.

Companies with automations achieved resolution times 22% faster than those who did not, and companies offering a catalogue of IT services through their ITSM software reduced resolution times 17% compared to those who did not.

Companies are taking notice and rapidly adopting more advanced technologies. Nearly 25% of integrations included bots and workflow applications a 40% increase compared to 2020.

While less than 1% of IT interactions were via chat, this channel provided significant benefits: employees who chatted with virtual agents saw customer satisfaction scores hit 100% in some cases, while delivering 48% faster responses (5.21 hours) and 62% faster resolution times (8.74 hours) compared to those who don't use virtual agents.

Freshworks analysed KPIs across 14 industries to understand how industries compare to each other:

  • Hoteliers: Companies in hotels, tourism, and leisure achieved the highest employee satisfaction rating (98.01%).
  • Real estate: Property development and building infrastructure companies have the lowest average resolution time at 18.49 hours, while leisure and hospitality has the highest (27.32).
  • Consumer products and services: Their average first response arrived in 8.23 hours, nearly 50% faster than the industry with the slowest first response time (healthcare).
  • Retail and e-commerce IT departments: They achieved the highest first contact resolution rate at 73%.
Related stories
Top stories
Story image
Commerce Commission
ComCom puts electronics sector on notice over resale price maintenance
The Commerce Commission has concluded an investigation into allegations that television manufacturers were engaging in illegal resale price maintenance.
Story image
Market growth
Salesforce unveils new offerings for consumer goods companies
Salesforce has announced new products for consumer goods companies to help brands navigate increasing market complexity more easily.
Story image
Government
Cyclone selected as NZ MOE software licensing partner
Following a recent Request for Proposal (RFP), Christchurch-based company Cyclone Computer Company Ltd (Cyclone) has been selected as The Ministry of Education’s software licensing partner.
Story image
Healthcare
Workday winning on culture and family focus
This family-first approach sees all employees receive access to family-wide private healthcare cover, as well as income protection and life insurance policies.
Story image
Electricity
Canstar finds Flick Electric NZ’s favourite provider
Canstar’s annual research to find New Zealand’s favourite electricity provider reveals Flick Electric has come out on top.
Story image
Open XR
Juniper Networks, Sumitomo Electric, Arrcus join Open XR forum
Building a robust multi-vendor ecosystem is essential to enable network operators to achieve increased network capabilities provided by XR optics technology.
Story image
Infrastructure
SolarWinds IT Trends Report highlights increased cloud complexity for businesses
SolarWinds' new IT Trends report has signalled a significant shift in the way businesses are dealing with hybrid cloud and infrastructure.
Story image
Testing
Video: 10 Minute IT Jams - An update from Tricentis
Tricentis provides software testing automation, and software quality assurance products for enterprise software.
Story image
Digital Transformation
Govt IT spending on the rise, driven by XaaS - Gartner
Worldwide government IT spending is forecast to total $565.7 billion in 2022, an increase of 5% from 2021, according to Gartner.
Story image
Unified Communications
Video: 10 Minute IT Jams - An update from Access4
Access4 are specialists in the unified communications sector, and Peter Eldon joins us today to discuss how UCaaS can play a vital role in business development.
Story image
Robotic Process Automation / RPA
Study shows prioritising IA can deliver better operational outcomes
A new Everest Group Pinnacle Model study, supported by SS&C Blue Prism, has found that businesses that use and develop solid automated practices tend to see better operational outcomes.
Story image
Cloud
Cisco launches AppDynamics Cloud for greater performance
Cisco has launched AppDynamics Cloud, enabling the delivery of better digital experiences by correlating telemetry data from across any cloud environment at scale.
Story image
Cloud
Chatbots gaining momentum in customer service space
Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.
Story image
Manhattan Associates
New late-stage order cancellation to improve customer service
Manhattan Associates launches new service allowing orders to be cancelled up to the point of manifested/loaded status, preventing unwanted shipments and costly returns.
The Access Group
Health and social care organisations are currently under significant financial pressure. Find out how financial transformation can help provide an effective route forward.
Link image
Story image
Entelar
How TruSens air purifiers can create healthier workspaces
The pandemic has heightened our awareness of our own and others’ health, and made us all much more conscious of the environments we work in.
Story image
Robotic Process Automation / RPA
rapidMATION helps Coates achieve success with landmark RPA solution
A strong Robotic Process Automation solution (RPA) can help solve many complex issues that businesses face daily. 
Story image
Employment
Majority of APAC CFOs concerned about rising wages
"In challenging times, CFOs look to determine how they can do things differently and as a result, new ideas about future growth emerge."
Story image
N4L
N4L, Spark, Chorus partner for Hyperfibre school upgrade
Networks for Learning (N4L) has partnered with Spark and Chorus to upgrade Wellington College to Hyperfibre, fostering stronger outcomes for students and teachers.
Story image
Cloud
Cloudflare outage in 19 data centers worldwide due to own error
Cloudflare says its outage for 19 of its data centers yesterday was because of a change in a long-running project to increase resilience in its busiest locations.
Story image
Collaboration
IT and security team collaboration crucial to data security
Many IT and security decision makers are not collaborating as effectively as possible to address growing cyber threats.
Story image
API
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Story image
Logitech
How technology can level the playing field in the hybrid era
As businesses across the globe continue to grapple with the aftershocks of the COVID-19 crisis, it’s become crystal clear that the hybrid work model is here to stay.
The Access Group
Increasing headcount isn't always the best way to grow. A good financial strategy can help solve many issues, and The Access Group shares the secret to success.
Link image
Story image
Dark web
Cybercrime in Aotearoa: How does New Zealand law define it?
‘Cybercrime’ is a term we hear all the time, but what exactly is it, and how does New Zealand define it in legal terms?
The Access Group
Struggling to understand which transformative technologies will help your business? The Access Group provides a look into key opportunities and impacts for finance.
Link image
Story image
Cloud
Boomi surpasses 20,000 customers. Sets record for the iPaaS space
Boomi has announced it has surpassed the 20,000 customer mark, setting the record for the largest customer base among iPaaS vendors.
Story image
Axway
New financial accounting hub can manage 40 million events daily
The new Axway Financial Accounting Hub can manage 40 million events daily and halve costs and integration time for ERP Finance migration projects.
Story image
Artificial Intelligence
Finance is on a new footing to improve internal customer service
Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely’s founder and CEO Dion Williams.
Story image
Appointments
Tech job moves - EOS, Rubrik, SAP, Talent, Verizon & Zoom
We round up all job appointments from June 2-8, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
eInvoicing
Airwallex, Xero extend partnership with easier invoice payments
Airwallex has extended its long-term partnership with Xero by releasing a new payment link integration for Xero invoices that will make receiving them easier and faster for Australian businesses.
Story image
Innovation
Huawei unveils cutting-edge inventions at innovation event
Huawei has unveiled a range of new inventions as part of its biennial Top Ten Inventions Awards at the Broadening the Innovation Landscape 2022 forum.
Story image
Tech job moves
Tech job moves - Boomi, Limepay, Thales, VMware & Zoom
We round up all job appointments from June 6-16, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.
Story image
Citrix
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.
Story image
Banking
Banks, PSPs prioritising payment modernisation to compete
A new report gives payment providers a forward-looking view of the evolution of payments and investment drivers for modernisation.
Story image
PagerDuty
Ready for anything with the PagerDuty Operations Cloud
In a world of digital everything, teams face increasing complexity. Ever-growing dependencies across systems and processes put customer and employee experience, not to mention revenue, at risk.
Story image
Training
Dell Technologies reveals growth of Student TechCrew in A/NZ
Dell Student TechCrew is an initiative designed to promote future career skills through Dell’s technical certification program and hands-on experience.
Story image
Cloud
Automation a point of difference for APJ enterprises - report
There has been a massive shift in which departments are using automation tools and creating those automations, according to Workato.
Story image
Data analytics
Qlik releases new capabilities, underpinned by Snowflake integration
“We're seeing continued customer success and growth in demand to leverage Qlik and Snowflake together to advance cloud data analytics strategies."
Story image
DNS
DigiCert acquires DNS Made Easy and affiliated brands
Greg Clark comments, says, "This combination enhances the security of certificate validation and enables the automation of future validations."
Story image
Cybersecurity
Why is NZ lagging behind the world in cybersecurity?
A recent report by TUANZ has revealed that we are ranked 56th in the world when it comes to cybersecurity - a look into why we're so behind and what needs to be done.
Story image
SaaS
Sealord partners with Infor to improve sustainability
Sealord has chosen Infor as a strategic partner to implement an operational cloud-based platform that provides day-one functionality and sustainability gains.
Story image
Broadband
Most NZ broadband can deliver four HD Netflix streams at the same time
Measuring Broadband New Zealand's latest report shows 99% of Fibre 300, Fibre Max, and HFC Max plans can handle four simultaneous high-definition Netflix streams.