Good IT Support Costs Less – You can have your cake and eat it too!

Have you ever seen an Ignite talk? I just lost my Ignite virginity giving a talk titled, ‘Good IT Support Less – You can have you cake and eat it too!’ at Service Management 2017.

An Ignite talk follows a strict format – 5 minutes, 20 slides, 15 seconds each. And the slides auto-advance. Ignites are really tricky to deliver, but the high tempo, and myriad opportunities to screw up, make them pretty entertaining for the audience. And given you can squeeze ten speakers into an hour, you get a high knowledge return on your time investment. If you get a chance to go along to an Ignite session, I thoroughly recommend it. Anyway…

Over the years, I’ve heard many a CIO tell me feel they have to make a choice between providing a good level of IT support and keeping their costs down. But this isn’t true.

I’ve transcribed my Ignite into this post so you can see why.


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Customer feedback – are your IT support teams making the most of it?

IT support teams who adopt Net Promoter practices are seeing huge increases in customer satisfaction. For example, 78% of our CIOPulse clients have seen a significant improvement in internal customer satisfaction, with over a third of those enjoying an increase of over 30%.

But in the same way that a thermometer in your ear doesn’t help you get better when you’re sick, a Net Promoter Score won’t help you improve either. One of the most powerful components of Net Promoter is not the metric, but the verbatim feedback gathered as you close customer tickets. Your customers’ answers to the “What did we do well? What could we do better?” question are absolute gold.

If you’re serious about improving internal customer satisfaction, you really should be collecting and making the most of customer feedback. Let me show you how and why…


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6 ways to deliver better service and reduce support costs

Imagine if there was a way to improve customer service and reduce support costs at the same time.

Well, there is.

When Sprint went from being the worst rated telco for customer satisfaction to the best, it reduced its customer care costs by about a third ($2bn a year).

Who said you can’t have your cake and eat it too!

My vision is to stop the Service Desk being the brunt of so many “helpless desk” jokes. I’m going to make ‘The IT Crowd’ unfunny. But one hurdle comes from inside IT. I often talk to CIOs who express their concern that improving service is at odds with their objective to keep IT operating costs down. They see good service and a lean budget as polar opposites. They’re not. Delivering a good customer experience costs less than a bad one.

Here are six ways that you can have your cake and eat it too:


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