tag:blogger.com,1999:blog-3248863093001003125.post6073254550625173294..comments2009-03-13T05:24:24.968-05:00Lihsahttp://www.blogger.com/profile/07377484000156287824noreply@blogger.comBlogger5125tag:blogger.com,1999:blog-3248863093001003125.post-25534542354800037202009-03-13T05:24:00.000-05:002009-03-13T05:24:00.000-05:00I'm a lawyer who has gone over to the 'dark side' and set up and managed the IT support function when we in-sourced it back in 2005. More recently I have taken on a 'Business IT' function and most of my job is about getting the users and geeks to communicate more closely.<BR/><BR/>For me, this sort of interaction needs to be built right into the basic processes. So, in our firm we don't allow people to email tickets in to make sure we start the interaction personally (this might sound odd, but it works). The service desk owns the tickets from inception to completion even if they have to escalate and every single user gets a personal call back to check the issue has been solved properly. If we have a major issue, the guys floor walk and close 'on the floor' support is built in to every project delivery.<BR/><BR/>Don't get me wrong, there are plenty of things we need to do better, but the regular support function processes work well and we get really good (80%+) customer sat scores.<BR/><BR/>My biggest tip - listen carefully to the users and then give them as much of what they want (not the same as what they say) as you can!John Cnoreply@blogger.comtag:blogger.com,1999:blog-3248863093001003125.post-54060568029360553032009-03-12T16:26:00.000-05:002009-03-12T16:26:00.000-05:00Jason,<BR/><BR/>I have to say that I'm stunned and pleased to see that you're sending people back out on the floor. I really assumed that those days were long gone (and sorely missed!!) Please let us know how that works out for you.Greg Lamberthttp://www.blogger.com/profile/01517081481973019036noreply@blogger.comtag:blogger.com,1999:blog-3248863093001003125.post-79110018852277885962009-03-12T15:28:00.000-05:002009-03-12T15:28:00.000-05:00Totally agree Greg.<BR/><BR/>One of the big projects we're doing this year is tackling "performance" issues. And I think the root cause of some of these are related to your two points. <BR/><BR/>1) We quick fix things and never get to the heart of the problem<BR/>2) We haven't listened well and users have come up with those workarounds, unfortunately (no fault of theirs) the workarounds are long winded or over complicated processes. A little time with the users and we could short cut these processes!<BR/><BR/>Our solution? Our team is going back out on the floors of the offices to spend some time with the users to try and work things out!Jason Planthttp://www.jasonplant.co.uknoreply@blogger.comtag:blogger.com,1999:blog-3248863093001003125.post-90279724895538769432009-03-12T14:36:00.000-05:002009-03-12T14:36:00.000-05:00Oh, Doug... You just had to go back to the kimono imagery again, didn't you?? ;-)<BR/><BR/>We're always looking for ways to improve the efficiency of the enterprise, and quite frankly, we've done amazing things with the technology, and those that implement the technology. But, in many aspects, we've created a rapid "reaction" force on the techie side, but at a cost to the "proactive" side where we are more familiar with the way the end-users actually work with the technology.Greg Lamberthttp://www.blogger.com/profile/01517081481973019036noreply@blogger.comtag:blogger.com,1999:blog-3248863093001003125.post-8707038557786192162009-03-12T14:03:00.000-05:002009-03-12T14:03:00.000-05:00Greg -<BR/><BR/>The problem with lots of the current enterprise software is that de-personalizes the information. By being more transparent, I think you can put some of that personalization back into the process.<BR/><BR/>I always hated that I could never the ticket for my problem. I never knew the status. I never knew if the person who initially took the information go the information right (I usually called with very hard problems that required escalation.)<BR/><BR/>Let me see my open tickets. Let me update the information. Let me see my old tickets so I can remember how to fix that problem that happened again.<BR/><BR/>Open the kimono!Doug Corneliushttp://www.blogger.com/profile/13599519275050428569noreply@blogger.com