IT Governance

Using Rapid Communications and SLAs to Meet Customer Service Goals

Give the people what they want – a fitting motto for IT service providers. But as Teon Rosandic for ITSM Review explains, wants turn to demands, and demands make it difficult to deliver an ever more enhanced service experience.

Keeping Old Promises

Until now, enterprise-level SLAs have sufficed to deliver guarantees of IT service to businesses, whether those businesses are internal customers or contracted service providers. However, the SLA promise of providing accountability and reliability is being eroded by IT issues and service outages.

A Flood of Demand for Quality Service

End users have become more demanding because the work environment is now one of constant connectivity and continual motion. Rosandic notes that even five minutes of outage has the potential to critically disrupt employee functions.

In the coming years, the workplace will be flooded with new devices – mostly smart phones and tablets, and each device will need to be accessible to the service provider. Additionally, with cloud-capable devices comes the demand for a faster and higher level of customer service.

Connecting to Customers

To answer the call for high-quality customer service, Rosandic prescribes rapid, targeted notification and communication. He suggests first laying the foundational infrastructure for automating initial interactions, as a first response to critical user needs:

The real trick to effective communication, even in a crisis is to tailor the messages to specific audiences. It’s important to send the right information to the right people via the right channels. Businesses can and should follow suit, taking the initiative to target customers in the ways that suit them best and then keep them regularly informed throughout the resolution process, even if only to say the solution is a work in progress.

He goes on to explain that targeting recipients in addition to preferred devices will reduce the amount of incoming responses to IT. This cuts down on the number of alerts that end users are getting, which in turn reduces ‘alert fatigue’, a phenomenon that causes end users to tune-out those warnings.

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