Here’s just a sampling of some of the powerful results our clients are reporting as they move up the IT Maturity Curve.
Fortune 100 Insurance Company
PROBLEM Consistently low engagement scores on IT professional development.
SOLUTION 120 employees at all levels of the organization participated in Achieving IT Service Excellence over a 6-month period. To model, reinforce and hold people accountable to new behaviors and skills, leadership participated in an additional briefing on how to follow up with their staff.
OUTCOMES
Common language: New vernacular for IT to use in describing situations.
Improved engagement scores
Positive word-of-mouth:Internal customers of IT are asking what’s different and expressing interest in having their teams attend as well.
Large West Coast Higher Education Institution
PROBLEM Lower than industry standard scores for IT’s customer service.
SOLUTION 180+ employees participated in Achieving IT Service Excellence over a 15-month period.
OUTCOMES
20% improvement in customer service scores
Fortune 200 Financial Services Company
PROBLEMS Hiring new and experienced hires without a common vocabulary of what “Service Excellence” means. Sub-problem: IT is dispersed throughout a large metropolitan area with little opportunity to interact.
SOLUTION All levels of the IT organization participate in Achieving IT Service Excellence within the first 2 years of their employment. To date, over 1,000 IT employees have been through the workshop. To model, reinforce and hold people accountable to new behaviors and skills, leadership participated in an additional briefing on how to follow up with their staff.
OUTCOMES
Strengthened relationships: New IT members meet others they depend on to accomplish their work and stay in contact long after the initial workshop.
Establishment of clear customer service standards: New, early-career employees get a baseline of what’s expected in their company from a customer service perspective.
Consistency in customer service approach and mindset: Mid- and senior-level career hires are able to put their disparate experiences into a common vocabulary so that everyone thinks of and performs customer service with consistency.
Large East Coast Higher Education Institution PROBLEM Central IT organization was continuing to lose “business,” while shadow/decentralized IT groups grew.
SOLUTION All levels of the Central IT organization participated in Achieving IT Service Excellence over a 24-month period.
OUTCOMES
Increased trust and collaboration: IT groups are now collaborating across the institution due to the training experience and improvement in managing and meeting expectations.
Decreased costs: Central IT has been able to cut their costs for each college and work on services that benefit the entire campus.
Sustainable processes in place:A committee consisting of IT leaders and individual contributors across all organizations has been formed to make sure there’s understanding and collaboration for IT services.
