How often does your company consider the way it supports its best customers – your employees? It’s not such a foreign concept today that the guy in accounting is every bit as much a “customer” as a paying end user of your product or service – he is internal IT support’s customer, after all. However, this doesn’t always translate into customer-like support experience for your employees.
If you’re serious about the “employee-as-customer” mantra, there is a call to action to have a seamless, institutionalized support process for internal workers of your company that mimics the support given to paying customers. In today’s economy, downtime is downtime – and it can become costly very quickly. With a regulated, documented way to give support to your employees, issues are resolved quicker and allow the employee to get back to doing what they do best – whatever that may mean for your company.
Just as relationships with your outside customers matter, relationships within the company matter, too, and IT has an opportunity to strengthen relationships with employees by providing them with great support every time. Oftentimes, employees equate technology failures with IT incompetency. IT can flip this notion on its head and elevate their role within the organization through an enhanced support experience.
Technology can’t solve all the helpdesk problems, we’ve all heard the old line, “People, processes and technology are required”. By implementing business processes to handle support requests and having people with the right skills, a support tool that allows for remotely connecting, diagnosing and solving problems quickly can take your service to the next level. Regardless of what features this new support will provide, the bottom line is that it needs to be in place to provide best in class service for your employees. Having a solid, regulated solution creates a good experience for both IT and employees that will prove the worth of the internal IT infrastructure.