Make a difference thanks to service quality

Make a difference thanks to service quality

Have you heard about Andy Murray’s amazing story last week? This former #1 world tennis player had a rough stretch. During his – possible – last game, he lost the match after no less than four hours of play, despite hip injuries that will force him to retire!

Because beyond honor, you must also leave a good impression and impress the gallery, even on one leg. Having a “good serve”in tennis is a great strength, but delivering a “good business service” can have a whole other potential.

Service and its attributes have changed over time; customer satisfaction criteria are higher and service providers need to do more.

In order to exceed expectations, service management offered in the enterprise draw on continuous improvement. Here are six (6) sources of improvement to guide your service management next steps.

Collaborative: Problem-solving

Service requests can be simple or more complex. Regardless of priorities and flows, collaboration among stakeholders makes all the difference. Breaking silos through inter-team collaboration makes perfect sense. For a multi-disciplinary IT team, helping your colleagues will give you a better perspective on what you need to do and make the adjustments you need. Level 1 and Level 2 support teams, for example, must be fully synergistic to optimize problem solving.

As highlighted in the article on the importance of the human being in the management of ITSM processes, the inclusive aspect of an implementation project and the design of the services offered is decisive.

Building an IT “bubble” and going off alone will not help you. Including business stakeholders and your different users remains the key to a successful ITSM project.

Documented: Share your knowledge

The basis of any solution; documentation. Knowledge, if not shared, has less impact. By documenting knowledge articles and evolving this library of solutions, you will make your people more efficient and your customers definitely happier!

This internal sharing will provide important data for any service center ; the increase of the first call resolution rate.

This metric is critical because the more calls, emails, and requests are handled at the first call, the more you’ll be able to optimize the costs of that service.

Proactive: Be ahead of the demands of your users

Speaking of satisfied customers, how about knowing their needs and expectations before they share them with you? For example, for an IT service center, self-service is becoming more and more important. When properly mounted, this communication channel can become a powerful tool for improving the customer experience.

With the new possibilities thanks to artificial intelligence and machine learning, why not display the answers sought by your customers according to their previous research. Or propose documented resolutions based on problems that have occurred in the past.

We must therefore look beyond what your users suggest; the algorithms are a source of continuous improvement that is only in its beginning.

Extraordinary: Providing an ideal customer experience

This customer experience is sometimes difficult to pin down. “How to please every user? Why improve an interface or tool that already works?” some say. Although the exercise is difficult, its results transform a business and their services. Since perfection is not possible, organizations are currently investing in continually improving their experiences.

Transformation: Power your processes and efficiency to a new level

Service management, whether it’s an IT or business delivery, is driven by individuals, by technology and by processes. For everyone to get things done at the right time, workflows or processes (a series of tasks leading to the completion of a deliverable) are at the core of your digital transformation.


Measurable : Evaluate results to exceed expectations

Establishing goals and service levels can lead your customers to be happier and your agents to be more efficient. By ensuring that these expectations are realistic and transparent, the stakeholders involved will increase customer satisfaction.

Service management is not so far to tennis. Its professionals must use endurance, perfectionism and practice to achieve their goals and give the best possible service!

To learn more about how service levels measurement, read the article on the ITSM metrics.