I remember growing up watching ‘The Jetsons’ on Saturday mornings and thinking about how cool the future would be. Flying cars, robot maids and a computerized kitchen where any gourmet meal could be had with the touch of the button were my vision of 2013. In many ways, today is far beyond what was imagined in the cartoon, and in others it’s far behind.
If you’re familiar with the characters in the cartoon, George was the working man who always seemed to struggle with technology in the office and elsewhere. George’s family, including his wife Jane and his kids Elroy and Judy, were early technology adopters, automating tasks like housework and homework and improving the quality of their lives generally. I find that the same disconnect in quality and delivery of technology-based services applies to home vs. work life today.
Think about the simple process of getting a cup of coffee. In your own kitchen, you can plug a pod into your coffee maker and hit a button to get coffee or tea of just about any flavor in 30 seconds. If you’re out and about, you can use a coffee shop application to not only locate but also order and pay for your brew. I’d call that a “Jetsons-modern” interaction.
Now think about requesting a service or getting support from an internal business-supporting IT organization. Often there is not a mobile interface and you may be presented with multiple, inconsistent portals with confusing interfaces to complete a task. You will likely have to wait to speak to someone before you can get the service you need.
IT needs to modernize and empower productivity for the business and consumers, introducing automations and delivering the business consumer a user experience in line with what they receive in technology interactions in their private lives.
Here are a few things you should consider in order to deliver services more efficiently and in the way business consumers want to receive them.
Tip 1: Give Consumers Access to Self Service – Provide your users with tools to empower them to help themselves, solving their own problems through peer interaction, knowledge search, all while taking the load off IT.
Tip 2: Automate Whatever you Can – Free IT resources to work on more strategic efforts by eliminating repetitive tasks and reducing the amount of time it takes to complete work through standardization of processes.
Tip 3: Reduce the Burden of Administration- SaaS models eliminate the hardware factor and also consider software that allows you to configure solution functionality such as automations and integrations without the burden of proprietary experts or programmers.
Tip 4: Learn from the Lessons of Others – Look for tools that come pre-populated with best practices workflows and content so you don’t have to reinvent the wheel.
Tip 5: Baseline and Manage Performance – Measure how you are performing for your customers and then establish clear service levels, targeting areas of weakness for improvement. Analytics are key.
Tip 6: Be Everywhere – People are no longer bound to their desks. They need and want to be interacted with on multiple devices. It’s not just about consumers, IT and the business having a cool app– it’s about IT not hindering their productivity. You have to be where consumers want to be, including on the phone and via mobile apps and browsers.
We invite you to join us for a webinar on October 3rd “Delivering Service at the Speed of Business” in which Rob Stroud (CA Technologies) and Dan Lazaratos (PureSCM) will explore in more detail the steps you can take to move your IT organization from ‘The Flintstones’ to ‘The Jetsons’. This session is eligible for 1 PriSM CPD.
And please let me know when I can have that flying car.
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