Customers and end users are becoming more tech savvy every day. Technology has embedded itself in their daily lives both in and out of the workplace. They are interacting with the I.T. team at work and they are interacting with vendors at home. A typical week outside of the office may include an interaction with their cell phone carrier, a visit to the Apple store, a call or email regarding technical support for their laptop, or using their mobile device to search for troubleshooting advice.
Expectations of I.T. at work are changing as a result of the interactions both customers and end users are having in their daily lives. Corporate I.T. is often expected to provide the same level of support as other vendors used outside of the office. In addition, remote workers are becoming more common and support is expected for personal devices.
Many organizations have service level agreements (SLAs) but with expectations rising, frustration may be just under the surface as the business and the end users are unable to understand why the I.T. team is unable to support them in the manner they require.
What steps can the I.T. Department take to manage expectations?
· Survey end users and customers to understand their technology needs when they work remotely as well as their expectations relating to mobile devices.
· Develop a mechanism to capture and analyze feedback that is provided to the I.T. team. Capturing feedback from technical or project personnel, routinely analyze the information, and schedule follow up conversations with the business to talk about expectations, challenge areas, and potential new services. Provide the business with transparent cost information so they can help to make informed
· Routinely review service level targets, agreements, and performance. Analyze feedback data that relates to performance to understand if the agreements are aligned with the end user expectations. Consider if the feedback you are receiving is originating from a segment of the business. Specific departments may need differing services and/or service levels. Communicate your findings with the business. Be prepared to provide the business with options to meet the expectations.
· Post clear policies and guidelines regarding supporting end user devices but offer alternative solutions if the I.T. team is unable to assist with certain technology. Include links to other support sites or consider offering the ability for end users to assist each other using social media type software, end user created knowledge, or end user skill designations.
With end user and customer expectations changing rapidly, what steps will you take to meet the needs of the workforce and maintain or improve customer satisfaction?
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