6 steps to transform your IT support

To meet the new challenges of users, it is now essential that the DSI take the lead within the company to lead the digital and organizational transformation, considering the employee as a real customer. The objectives are multiple: to satisfy and retain the user, improve the image of the ISD, accelerate competitiveness and reduce costs.

”  Today, the company needs a quality service for both its customers and its employees. In fact, the success of a digital transformation of a company also depends on the satisfaction of its employees, hence the importance of being able to transpose the traditional model – user support – into a real internal customer service  “, says Arome Phanphengdy, Project Manager at Econocom.

To achieve this, Econocom has created the OneDesk offering, which offers all users in the enterprise a single point of contact to manage and resolve end-to-end all their requests related to their working environment. IT or non-IT (ex: requests to human resources, management of a company car, order of an additional service, etc.) .. « At present, the majority of employees, often pushed by younger generations, no longer conceive of having to consume differently whether they are at home or in the office. The boundary between personal and professional use is disappearing. The company that understands and accepts these changes, regardless of the user profile, will be better able to attract talent, be more competitive while ultimately rationalizing its costs.

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What are the 6 steps to achieve this?

1) Take advantage of BtoC best practices.

This step consists of analyzing what is going on externally in the BtoC environment in different markets and business sectors and taking advantage of its best practices. The goal is to apply these processes later internally, in order to provide a quality service to all users, a service equivalent to what they find in their private sphere. This step will go through a scoping study that is based on a benchmarking to find the best components of the market (Best of Breed).

2) Unify the points of contact.

It is about unifying the points of contact offered to users as part of their IT support by offering them a centralized multichannel service. Traditionally the telephone, the email but also now chat, chatbots (virtual assistants) are all tools that allow better communication between different employees and their communities.

3) Customize the service.

The personalization of the service takes again for example the codes of the e-commerce. This involves a multitude of possibilities offered to the employee such as professional tuition, improving the reception with the first name of the person or the creation of an intuitive interface of services corresponding to the needs and desires of the collaborator concerned.

4) Harmonize the different processes.

The goal: to make life easier for employees thanks to a single point of contact. For example, the provision of a portal accessible 24/7 allows them to find answers to their questions independently or to declare their daily needs which will subsequently be forwarded to the service concerned

5) Promote the commitments.

Then, it is essential to value the commitments between the ISD and the user considered as a real internal customer. How? By establishing service levels between each party as companies and their IT service providers do, for example. Committing to meet deadlines and respecting them is essential in the proper functioning of the service.

6) Focus on employee satisfaction.

Who says satisfaction says loyalty! This satisfaction leads, indeed, the customers to return. For example, creating value with a simple transaction means giving the user the urge to consume a service and return to the IT team for further advice.

“ The ISD must always be value proposition and participate in the improvement of its reputation. It is an important vector of transformation to have a service adapted to current and future.

Source: IT Business Consultant