In partnership with Inc. Radio, Samanage spoke with some of the biggest names at the HDI 2016 Conference and Expo, including Julie Mohr, Stephen Mann, Ken Gonzalez, Phil Verghis, and Mike Hanson. Watch the video at the end of this article to see the interviews.
In the past customers have gotten used to IT telling them ‘No.’ Slowly but surely IT became the department of no. But now, expectations are higher and IT has had to work to understand business needs and requirements, all while adapting technology to meet those needs. However, it’s more that just the technology that has to fit the customer appropriately, it also has a lot to do with the experience — including wait times, knowledgeable staff, and time to resolution.
“We have to look at what we do within the process and what can influence them negatively within that process,” said Julie Mohr. “And, focus on what we can do as an IT organization to make it consistent.”
What is the experience that customers want from IT? They just want the service. As long as IT does everything they need it to do, they’re happy, even in difficult, and sometimes, frustrating times.
“What’s really difficult is taking care of a customer consistently over time,” said Phil Verghis. “Listen to the business and apply what you learn. Because in support we know more about the business, more about different groups in the business, and more about the customer than anybody else.”
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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