- Start the new year off with the right plan
- Focus on improvements that will pay back the most
The road to Hades is paved with good intentions, so start off this new year with plans instead. Identify concrete steps you can take to improve the quality of service that you provide to your users. You may want to start with any or all of these key areas:
Is your service desk using state-of-the-art tools?
Dramatic improvements and advances have been made in just the past few years in the scope and performance of service management software. Far more than simple schedule boards today’s Field Service Automation software can assess which available resources are best suited to apply to each assignment, automatically route them from customer location to customer location, interface with monitoring and management systems, and deliver detailed data analysis to help improve operations and drive more service business.
Are you going mobile, giving your service people mobile tools to help them deliver better service?
Automated tracking and routing has been further enhanced by mobile device access that directly connects service delivery specialists directly to systems to research, inquire, and report results. This results in faster response, more thorough resolution, and greater efficiency all the way around. Far beyond the early efforts to provide web interfaces using a browser many providers now offer “native applications” that make it very easy and quick for service professionals to operate the software most effectively. From tablets to handheld smartphones, mobile access is redefining the role of technology in the delivery of services.
When was the last time you refreshed “Fix the Customer First” interpersonal skills?
Delivering services can be very rewarding, but it can also be very demanding. Irate users, tight schedules, unexpected complications and more all contribute to the kind of stress that can make the service professional lose sight of the importance of being positive, proactive, and polite with their customers. It’s critical to regularly refresh those interpersonal skills and make sure those professionals maintain their perspective… and their composure. Whatever devices or products we service, we all service the people using those products first and foremost. In addition to constant skill trainings it’s crucial to include interpersonal communications in every providers’ training profile.
How well is your service organization aligned with the departments in your company that serve customers?
How can you best tell how well your service organization is performing? Ask your customers, your users, the people you service. Their perception of the quality of your service is the most important indicator. At the same time, they are your best consultant as to how to better align the way you deliver services with the way they need them most. What is their preferred way of requesting services? You may think they prefer making a phone call, but they may surprise you and want a simple web interface or email address to send to. What times of day are best if service requires operational disruption? What other services do their operations require? Periodic proactive meetings properly facilitated can drive your service levels way up.
What else can you be getting out of the data you collect?
The most valuable asset you own may be sitting unused or underused on your company servers. The data you collect about what you service most, who calls for service, how quickly you’ve resolved service requests, what products and devices require what parts most, and so much more can teach you volumes about how you can improve the quality and satisfaction levels generated by your services. Reduce operational expenses, increase service levels, and have more impact on your company’s bottom line simply by becoming more aggressive and more imaginative about how you put all that stored-up data to better use.
Genesis10 IT Managed Services combines decades of experience with proven expertise to help you address the most important issues you’ll face in driving better service within your organization. Talk to us about your priorities and let’s work together to have the best and most productive new year yet. Happy New Year!