itSMF Bulletin November 2017 Bulletin - November 2017

3. Good service costs less Finally, if you really need more motivation to act now: good service costs less. A customer-centric IT support team requires a smaller budget than a team that provides poor service. A customer- centric team costs less in many ways: ▪ Less complaints to manage. ▪ Less inbound enquires on ticket statuses to respond to. ▪ Less recurring incidents to resolve. ▪ Higher first level resolution rates. ▪ Higher first contact resolution rates. ▪ More self-service. ▪ More productive staff, taking less sick days and staying longer. COST-DOWN, SERVICE-UP SUCCESS STORIES Sprint went from the bottom of the customer satisfaction league table for US telcos to the top while reducing customer care costs by 30%. Symantec reduced their support costs by 30% while doubling their Net Promoter Score. Ulster Bank reduced their customer service costs by 15- 20% and improved satisfaction levels by 10-15%. One of our cio-pulse.com clients is a multinational defence, security, and aerospace company. Their IT budget was cut by more than 50% due to external market forces. As a result, their average resolution time more than trebled. But in that same time period they were able to increase their Net Promoter Score from +64 to +84! A customer-centric organizational culture is more than merely a good thing - it’s becoming a matter of survival ‘Culture for a digital age’, McKinsey & Company, McKinsey Quarterly July 2017 About the Author Dave O’Reardon is the CEO of Silversix and the founder of cio-pulse.com. Dave has worked in IT for 25 years and in ITSM for half that time, as both a consultant and international speaker. Over recent years, he’s been awarded Best Speaker, Best Whitepaper and Innovator of the Year by the itSMF, mostly for his work on measuring and improving IT customer satisfaction. CIOPulse is an IT customer feedback system that makes it easy to implement the advice in this article, foster a customer-centric culture and drive Continual Service Improvement. You can connect with Dave on LinkedIn at /in/daveoreardon or Twitter at @Silversix_Dave. You can learn more about CIOPulse at cio-pulse.com. 18 itSMF Bulletin—November 2017

itSMF Bulletin November 2017 Bulletin - November 2017 | Page 18