Swivel Chair Problem Explained
A swivel chair scenario results when a service provider gives an outsourced service partner access to a ticketing portal to manually key information into their system. The end result is that the outsourced service partner must key information twice; thus swiveling the chair once to input information into the providers ticketing portal and again into their own system.
This often results in costly information bottlenecks as information sits idle until it is input and decreases management insight into where service delivery problems exist when assessing mean-time-to-repair (MTTR) and other relevant service metrics.
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[...] have found that a typical service case that is managed by Swivel Chair, that is without B2B integration between the different systems of service customers and service [...]
[...] of optimization result in a cost savings of up to 80% compared to 1:1 ebonding solutions and the swivel chair method. In general we find that the more processes you are able to automate and integrate, the more you [...]