IT’s customers are more demanding and knowledgeable, and there is less tolerance for poor IT service now than ever before. A philosophical change in IT Service Management (ITSM) is required to keep up with the changing business landscape.
Traditional ITSM emphasizes development and supply of IT services through best practices, which is technology focused. This focus needs to evolve. In its solution set, Enhance Business Value through Customer-Centric IT Service Management, Info-Tech recognizes the need for a customer-focused business model and recommends the adoption of ITSM 2.0, which views every decision and action through the lens of the customer experience – in other words, the delivery of customer service excellence.
Customer service excellence is a level of exceptional service that manages to be both unnoticeable and remarkable at the same time. It’s not just how you act when interacting with customers that matters; a happy customer can also be a silent customer. In addition to giving customers fulfilling and rewarding interactions, IT must take actions to prevent a problem from ever being realized by users.
IT departments can achieve customer service excellence by undertaking two very different but equally important initiatives.
One is Enhanced Customer Engagement, which is the act of giving your customer fulfilling and rewarding interactions that exceed their expectations. By making interactions easy, comfortable, consistent, and personalized, end-user satisfaction will be higher. A great example is initiating roaming help desk where, on off-peak days, first-level support go to the customer’s desk and help them face-to-face instead of handling the ticket virtually. While doing this, you can engage other users around the office. Chances are they have other issues they would like to talk to you about. Your customer will love this.
The other initiative is Behind the Scenes Excellence, processes used to prevent a problem from ever becoming a problem. In other words, IT discovers a potential issue and fixes it before it’s ever noticed by the users – their services just work. For example, a customer is happiest with their telecommunications provider when their phone and internet are always working. To make this happen, there is a lot of work going on behind the scenes that the user is unaware of.
Achieving customer service excellence will improve business-IT relationships, increase end-user satisfaction, and show the business that IT cares.