Group Service Take-on: Managing Successful Change To Enhance Customer Experience
As part of Customer Experience Day (#CXDay2020) on 6th October 2020, we will be sharing a number of blog posts which highlights our approach to customer experience, ensuring the customer is always at the heart of everything we do.
Our customers are facing unprecedented demand for a change in how IT services are delivered to their users. Transitioning a customer from a legacy IT provider to a new IT service can have many complexities and unforeseen challenges.
In this article, we share two Service Desk examples where Computacenter have adapted and delivered new services, with customer experience very much at the forefront.
Implementing a new dedicated Service Desk in Cape Town
This service desk had to support 28,000 end users across 500 locations and provide a new portal to enable multi-channel service access, aimed at improving the end user experience.
Three weeks prior to the planned cutover date of 1st April 2020, Computacenter had to design, implement and test a new home-based infrastructure solution to enable all the Service Desk staff to work remotely from home. This was the first time that Computacenter had ever implemented a home-based working solution for a dedicated IT Service Desk, and it was successfully implemented on the planned cutover date.
Key to success:
- Diligence and flexibility – Computacenter’s ability and foresight were cited by the customer as ever-changing working patterns became a fundamental project success factor.
- Seamless transition – Service levels exceeded expectations right from the onset with customer stakeholders praising Computacenter’s interactions throughout the process resolving challenges collaboratively and with the User experience headlining the outcomes
User experience continues to be enhanced with use of the Self-Service functionality – including access to Knowledge articles, web chats with desk agents and self-logging of incidents has increased since the cutover.
Cutting over a new virtual Service Desk and Service Desk Portal
The second customer example required remote working for the joint project team from the design stage through to implementation into service, with no impact on timescales.
Computacenter cut over a new virtual Service Desk and Service Desk Portal (in South Africa, Spain and Malaysia) for 5,000 users across 23 countries in five languages (English, French, German, Business Chinese and Italian) with the Major Incident Management service, as a “big bang” Go Live. Change Management followed one week later in August 2020.
Key to success:
- Intelligent adaptive design – Computacenter’s ‘hothouse’ approach to engaging customer stakeholders with the outcome to agree simple IT service interactions for users attracted positive results
- Highly collaborative – Joint service readiness testing was comprehensive and complimented by Computacenter’s structured approach to controlling scope through Change Management.
The elapsed time for the project was ahead of schedule enabling early adoption. The average daily percentage of self-service contacts made by end users has already exceeded target.
Streamlining the onboarding process for Service Desk staff
In the last year, Computacenter has streamlined its onboarding process for new Service Desk staff.
Further opportunities for simplifying the tools, technology, testing and integration required for our transitions are being investigated. We have recognised that the way in which customers work will not return to how things were prior to the pandemic.
Therefore, in order to enhance end-user and customer experience we need to continually adapt to help our customers manage change as seamlessly as possible.