No matter what career you’re in, your job ultimately depends on customer satisfaction. IT workers are responsible for customer satisfaction, too – but they need to satisfy the customers within the company: The employees. This can be seen as tough position to be in – but not with the right IT tools. Your IT department has the potential to have a great relationship not only within its own department but with the entire company as well. Providing efficient and quality IT services for their employees was the main reason Orange Regional Medical Center chose LogMeIn Rescue as their support IT solution. No matter if the call comes from the operating room or an administrator’s office, the fast support they provide contributes to the first-class patient care the hospital is known for.
If a customer isn’t satisfied, you can let them rant and rave on your voicemail while you figure out a solution. But when an employee walks up to you and lets you know that you aren’t doing all you can to fix their problem – communication can get tough.
While the right technology goes a long way, it’s ultimately IT’s job to make sure the technology runs smoothly and efficiently – no matter what. There are a couple ways to do a “check-in” on the resources you are providing your staff to make sure needs are being met:
· Send a survey after a Support session to get feedback and comments on the process
· Set goals within your IT department to make sure the right standards are met / exceeded
· Provide technology education to other departments to create awareness of everyday tech
With the help of LogMeIn Rescue, the helpdesk group at Orange Medical has been able to increase the number of calls they resolve without having to escalate them to a higher level, fulfilling their mission of providing high-quality and efficient IT support. Solving these everyday issues for their staff is solidifying the internal customer satisfaction at Orange Medical.