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How to Optimize theInternal Customer Experience
with Service Management
yes, they do exist!Every employee is an internal customer because everyone obtains services from another department at some point.
Who Are Internal Customers?
Internal customers are typically a captive audience. In most cases, they can’t go anywhere else to get the services they need.
But the quality of their experience still matters.
The Internal Customer Experience Does Matter
An optimized internal customer experience will benefit your business by:
Reducing the Cost of Dissatisfaction
Improving Compliance & Process Adoption
Driving Out Inefficiencies
Increasing Employee Retention
1)2)3)4)
Your Business Will Benefit
Given the business benefits that can result from optimizing the internal customer experience, the need to do so should be clear.
What’s best way to accomplish this?
How Can You Optimize the Internal Customer Experience?
Enter Service Management
of organizations plan to apply service management principles outside of IT in 2015
are doing so to provide a better customer experience
50%
67%
Source: “Service Management: Not Just for IT Anymore.” HDI and itSMF USA. October 2014.”
What is Service Management?
Service Management:● Makes the service request
& delivery processes consistent across all departments
● Provides greater insight into request status & estimated completion time
How Can Service Management Help?
By improving consistency and insight into service delivery, service management can help improve the internal customer experience by:
● Increasing productivity
● Enhancing visibility
● Creating economies of scale
● Improving service quality
IT should lead the way for two reasons...
Start With IT
1) IT has the proper skills and experience to do so
2) Service management can reduce the burden on IT
How Can You Get Started with Service Management?
Not only does improving the internal customer experience deliver business benefits around cost, process adoption, efficiency and retention, but it can also keep internal customers loyal.
The Quality of the Internal Customer Experience Matters
Start reaping the benefits of an improved internal customer experience by introducing service management!
What else can you do to improve the internal CX?
Download the White Paper
Innovating the Internal Customer Experience with Service Management