The customer had a very high expectation on performance levels for their IT Customer Satisfaction programme, and internal teams and existing vendors had been unable to achieve them.CloudStratex worked with IT Service Management, internal support teams, vendor support teams and ServiceNow implementation partner to use Experience Management to continually improve service to end-users.
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Chief Information Officer
Client Company
The customer had a very high expectation on performance levels for their IT Customer Satisfaction programme, and internal teams and existing vendors had been unable to achieve them.
CloudStratex worked with IT Service Management, internal support teams, vendor support teams and ServiceNow implementation partner to use Experience Management to continually improve service to end-users.
Through a weekly forum that reviewed all customer satisfaction feedback scores of 7 or below, robust action plans were conceived and tracked to completion. Action plans included tool enhancements, staff and user training opportunities and process improvements.
In addition, proactive activities were introduced. This included implementation of a best practice CSAT survey to improve response rates, holding regular face to face meetings with key end-users, and a pareto analysis of top user journeys to identify how to reduce them, make them more efficient, and shift them left.
The client is a utility provider providing Critical National Infrastructure.
>6,000 staff
United Kingdom
Leadership within the client wanted IT satisfaction to be at the same level as for external customers. Existing teams were unable to achieve this.
Use of various Experience Management techniques to continually improve.
