How Your IT Team Can Build Integrated Service Infrastructure and Overhaul Client Support Processes

By Elizabeth Clor

Organizations across industries are re-evaluating the efficiency of their business operations from the C-suite to the IT department to the call center. A central reason: business demands increase in complexity along with advancements in technology that aim to keep pace with overall company growth and evolving customer demands. Meanwhile, many IT teams are so focused on executing on daily tasks that more strategic initiatives languish on the to-do list. Consequently, team bandwidth stays static or lowers, and reactive responses to critical service issues takes priority over innovations that actively protect against service disruptions and infrastructure failures.

Assessing current IT infrastructure and services

According to Deloitte’s latest Global Contact Center Survey, humanizing customer experience (85%) and improving service (78%) are seen as key investment opportunities to differentiate companies from competitors with on-par offerings. Assessment results can vary based on several factors, such as the type and complexity of the transaction or the tools companies have deployed in IT service environments. At the end of the day, metrics used to grade the performance of IT service operations will also help determine the quality of overall client experience.

IT leaders need to consider taking stock of current IT service desk operations. They need to make it a point to plot out current IT service strengths and weaknesses. In the process, they need to ask tough questions that draw out a clear assessment of both strengths and remaining gaps in current IT infrastructure and service operations. A few to consider: How quickly does a member of the IT team respond to service requests? How long does someone have to wait before they receive a first reply from an agent? How many tickets did your team address in the span of ten minutes? 30 minutes? How about five hours? What percentage of contacts did the service desk resolve on the first interaction with the client?

Companies with remaining talent and infrastructure gaps following IT service operations assessments may want to consider bringing on an external partner who understands their business.

Finding a Partner that Gets Your Business from the Start

There are a number of reasons why organizations decide to outsource their IT service desk. Perhaps your current team can’t be online 24 hours a day. Maybe you simply want to increase the number of people answering customer emails and phone calls at any given time. You also need to trust that they can operate autonomously and efficiently to truly serve as an extension of your organization. Ultimately, how well IT infrastructure supports overall business operations and how swiftly service issues are addressed can directly impact a company’s reputation and client sentiment. In fact, 77% of customers are inspired to share positive experiences with others, according to customer success software provider HubSpot.

IT leaders should look for a managed services partner who knows their industry and can offer specialized services that match client needs. Chosen partners should be able to tackle immediate tasks and prepare IT service operations for future challenges. They should operate under a comprehensive strategy that incorporates and amplifies the strengths of current IT teams—and folds in external partners and outsourced staff without disruption. A solid managed services team should work seamlessly, be available around the clock and build trust through reliability.

Interested in learning more about how Contegix Service Desk works with clients to improve IT response times and strengthen solution infrastructure? Check out our e-book.

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