Overview: Reducing Escalations with ScreenSteps

ScreenSteps is a knowledge management platform designed to help organizations reduce the number of escalations by making information easily accessible to employees. Escalations occur when an employee cannot resolve an issue and must seek assistance from a more experienced colleague or supervisor. By providing clear, accessible documentation, ScreenSteps empowers employees to handle more complex tasks independently, minimizing interruptions and improving efficiency.

• ScreenSteps helps employees find answers without needing to escalate issues.
• Reducing escalations leads to greater productivity and fewer workflow interruptions.

Background: Why Escalations Happen

In many organizations, employees are grouped by experience or responsibility. Less experienced employees (such as those in Tier 0 or Tier 1 support) handle simpler tasks, while more complex issues are escalated to higher tiers or supervisors. Often, escalations happen not because a decision or approval is needed, but because employees lack the information or confidence to complete a task on their own.

• Escalations can slow down processes and disrupt workflow.
• Many escalations are due to knowledge gaps, not authority or judgment needs.

How ScreenSteps Empowers Employees

ScreenSteps enables experienced employees to document their knowledge in articles and workflows. This information is then easily accessible to others, allowing less experienced employees to handle more tasks independently. By providing detailed, easy-to-follow resources, ScreenSteps reduces the need for employees to interrupt others for help with routine or complex procedures.

Examples of areas where ScreenSteps can reduce escalations include:

• Troubleshooting technical issues (e.g., machinery, medical devices, internet connectivity)
• Handling customer service scenarios (e.g., billing, insurance, loan processing)
• Resolving common workplace challenges (e.g., account lockouts, rental issues)
• ScreenSteps helps transfer knowledge from experts to all employees.
• Accessible documentation enables employees to solve more problems on their own.

Why Reducing Escalations Matters

Reducing escalations benefits organizations by improving efficiency, reducing interruptions, and empowering employees. When employees can find answers quickly, they are more confident and productive. This also allows experienced staff and supervisors to focus on tasks that truly require their expertise, such as judgment calls or approvals.

• Fewer escalations mean less time spent waiting for answers.
• Supervisors can focus on higher-level responsibilities.
• Employees gain confidence and independence in their roles.

Key Terms

Escalation: The process of passing an issue or question from one employee to a more experienced or higher-level colleague when the first person cannot resolve it.
Tiered Support: A structure where employees are organized into levels (e.g., Tier 0, Tier 1, Tier 2) based on experience and expertise.
Knowledge Management: The practice of capturing, organizing, and sharing information so employees can access what they need to perform their jobs.

• Escalations are common in organizations with multiple support levels.
• Knowledge management tools like ScreenSteps help reduce unnecessary escalations.