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A recent survey by BMC Software revealed that only 1 out of 10 customers have a positive feeling towards the IT support or service they receive, with a shocking 63% having a negative sentiment. Despite this, the majority of customers still expect IT to resolve technical issues in a timely manner and perceive a negative impact on productivity when issues arise. However, There are several ways businesses can minimize friction between IT and other departments.
1. Implement a digital ticketing system
End-users can benefit from a “take your techie to lunch day” and the implementation of a digital ticketing system that drives accountability. This solution can provide IT professionals with a better understanding of issues while ensuring that complaints are handled in a timely fashion.
2. Create a company Genius Bar
Companies like SAP have adopted Apple’s customer-friendly approach to resolving technical problems by creating an enterprise Genius Bar. This trend is in its early stages but has the potential to change the dynamic between IT and other departments dramatically.
3. Encourage communication
Encouraging discussion between IT and business leaders can help bridge the communication gap. IT should consider hosting training sessions or IT forums to give other departments an opportunity to learn about the inner workings of IT-related issues.
4. Develop a Service-Level Agreement (SLA)
A Service-Level Agreement (SLA) can be put in place to manage expectations and provide a set of guidelines for both IT and other departments to follow. It should include policies such as how long it should take to resolve an issue or how frequently updates will be provided.
5. Hire an IT liaison
Businesses can benefit from hiring an IT liaison to facilitate communication between IT and other departments. An IT liaison can act as an intermediary between departments and provide straightforward answers to any IT-related queries.
Overall, it is important to remember that IT is here to serve the business and its customers effectively. Improved communication, implementing a digital ticketing system, and encouraging discussion between departments can go a long way in reducing friction.
Latest FAQs:
What is a digital ticketing system?
A digital ticketing system is software that automates, manages, and tracks customer support requests to ensure that IT issues are handled quickly and efficiently. They enable reporting and escalation of unresolved issues, and consistency in support service delivery.
What is a Service-Level Agreement?
A Service-Level Agreement (SLA) is a contract or agreement between IT and another department or external partner outlining the level of support IT will provide. It defines the expected level of service, including response time, uptime, resolution time, and more, ensuring that IT delivers the services and support their customers need within the agreed framework.