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CustomerSat Workforce IT survey
solutions help ensure the quality and effectiveness of services
provided to your workforce by you.
- Internal help desk
- Desk side service and support
- Corporate network and applications
- Corporate email, web conferencing,
and directory services
- Custom software development services
- Hardware repair
- PC procurement and training.
CustomerSat Workforce
IT survey solutions can integrate with and extend your IT
systems to gather survey feedback from your internal customers
immediately after IT serves them. Interactive dashboards
make performance metrics such as speed of problem resolution,
courtesy, and knowledge of employee’s equipment, as
well as verbatim suggestions for improvement, directly available
in real-time to authorized IT service reps, group leaders,
and managers. These users can slice-and-dice feedback to pinpoint
problems and opportunities and to coach others or themselves
to superior performance. Performance metrics that fall
outside of acceptable ranges drive action management and alerts
to coordinate and accelerate responses to service issues.
- Enhance IT service quality; reduce
costs; streamline operations
- Pinpoint problems and opportunities
by agent, team, product, site, communication channel, and
employee customer type
- Make investments in headcount, training,
and equipment where they will have the greatest payoffs
- More effectively coach, recognize,
and reward help desk professionals.
Measuring your Success
As an IT manager, the satisfaction
of your internal customers is likely the most important measures
of your success. CustomerSat Workforce IT solutions provide
the comprehensive, rigorous, yet easy-to-use analytics and
intelligence that these measures deserve. For most IT organizations,
the timeliness of a team’s response to customer concerns
and opportunities is fully as important and as much a driver
of satisfaction as the team’s ability to resolve problems.
CustomerSat’s real-time solutions enable your team to
respond to concerns and opportunities instantly.
- Gather actionable feedback on specific
performance metrics (such as technical skills and courtesy)
and overall business outcomes (such as internal-customer
satisfaction) that are critical to IT’s success
- Gather detailed suggestions for improvement
in your internal customers’ own words
- Securely disseminate analytics and
verbatim intelligence to the right people throughout your
organization who can act on them
- Manage responsive action to ensure
that internal-customer concerns and opportunities are addressed
promptly and effectively.
CustomerSat solutions
for Workforce IT services start with consultations between
your organization and CustomerSat Professional Services, experts
in feedback process design, analysis, and implementation.
- Contain the right performance metrics
for your organization
- Conform to:
- Rigorous CustomerSat design principles
- Employee confidentiality principles
- Laws and regulations of local jurisdictions worldwide
- Conserve and optimize your workforce’s time
in providing feedback
- Integrate seamlessly with your HR and other IT systems
- Deliver secure results that are immediately actionable
to the right individuals.
Representative Metrics
| IT Service |
Metrics |
| Help Desk |
- Time required to make initial contact with
a help desk representative
- Representative’s/team’s knowledge
of employee’s equipment
- Courtesy and professionalism of rep who served
me
- Speed with which trouble ticket was resolved
- Quality of problem resolution
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| Desk side Service |
- On-site technician's preparedness with the
proper tools and equipment
- Quality of trouble ticket escalation management
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| Application Development |
- Timely completion of specified milestones
- Quality of communications of project status
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| IT Infrastructure |
- Uptime of corporate intranet
- Completeness of global directory services
- Overall satisfaction with IT services
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