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Início Blog ¿Cómo estructurar servicios de TI con el enfoque en el consumidor? Sabe-se que 81% de los ejecutivos de marketing admiten que tener buenos productos o servicios no basta. Para ellos, la verdadera competición empresarial se da en el campo de la experiencia del cliente. Al mismo tiempo, los gestores de TI entrevistados por la Gartner dijeron que entregaron 5,7 proyectos con enfoque en el consumidor.
Para 1/3 de los CIOs, el desafío de perfeccionar la experiencia del cliente involucra proyectos de TI que cambian el negocio de las empresas. Con todo, al superarlo, la facturación de la organización viene a quedar entre 4% y 8% arriba de la media de los competidores.
¿Quiere descubrir lo que es la experiencia del cliente como ella exige adecuaciones en los servicios prestados por el TI y cuales los pasos esenciales para revisar los procesos de atención con el enfoque en el consumidor? ¡Entonces, continúe leyendo y compruebe!
¿Cuál la relación entre servicios de TI y experiencia del cliente?
La definición de experiencia del cliente puede ser resumida como la suma de todas las interacciones del consumidor con la marca de una empresa, yendo desde la pre venta hasta la post atención. O sean diversas áreas están involucrados en comprender mejor el cliente, perfeccionar los canales de relación y proporcionar servicios personalizados para el perfil de cada individuo.
El departamento de TI, por lo tanto, es lo mas demandado por la empresa. Al final, además de responder por la atención de las solicitudes de los usuarios y por los incidentes involucrando la tecnología de la compañía, el área también es responsable por acompañar y dar soporte para nuevos sistemas, equipos y softwares utilizados para optimizar las tareas de otros colaboradores.
Luego, romper el SLA, dificultad en interactuar con los profesionales del área o falta de informaciones sobre el status de atención de un ticket puede generar una pésima experiencia para los usuarios de servicio de TI y, consecuentemente, para quien sea atendido por ellos.
Al estructurar los servicios de TI con enfoque en el consumidor, los gestores del área deben considerar que todos los usuarios también esperan tener diversos canales a su disposición, el menor tiempo de respuesta posible y mucha seguridad de sus demandas serán atendidas. O sea, necesitan adecuar los procesos y herramientas del sector para atender a clientes con perfiles y necesidades específicas, en vez de trátalos como meros usuarios.
A seguir listamos los pasos estratégicos para hacer ese cambio y colocar enfoque en el consumidor de TI, sea el un cliente interno (colaborador de la empresa), sea un cliente externo (comprador).
¿Cuáles son los pasos estratégicos para una TI con enfoque en el consumidor?
Recoger feedbacks
Segundo el Gartner , 95% de las organizaciones colectan la opinión de sus clientes después de interactuar con ellos. Por lo tanto, apenas 10% utilizan esas impresiones para perfeccionar sus procesos. Con el área de TI, debe suceder lo contrario.
Una buena forma de reverter esa estadística en el departamento de TI es utilizada en los informes de satisfacción con la atención para descubrir puntos de insatisfacción y diagnostícalos más profundamente.
Por ejemplo, el gestor del sector puede establecer que llamados con notas abajo de 3,5 (en una escala hasta 5 puntos) serán analizados por él. También puede contratar el usuario para esclarecer los reales motivos de su insatisfacción.
De esa forma, posibles fallas en el proceso, en la utilización de la herramienta de tickets, en la tecnología o en la cordialidad del profesional de TI serán rápidamente observadas y corregidas.
Revise los procesos
Buena parte de las organizaciones diseña sus procesos de atención de dentro para fuera. O sea, ellas analizan sus estructuras, tecnologías y disponibilidades, y “exigen” que el cliente aprenda como relacionarse con ellas.
El proceso, por lo tanto, debe ser diseñada de la perspectiva del cliente final. El objetivo de cualquier sector de la empresa debe ser de minimizar las barreras y simplificar las interacciones . Para eso es necesario colocarse en el lugar del cliente y analizar como el se siente al relacionarse con su marca o departamento.
Un buen ejercicio para el área de TI es evaluar como sus usuarios se sienten al abrir un llamado y esperar para ser atendidos. ¿Sera que el proceso fue creado para atender al interés del sector o tubo enfoque al consumidor, en el usuario final?
Ofrezca una experiencia consistente
Dar consistencia a la experiencia del consumidor significa mantener un dialogo con las personas, independientemente del canal en que ellos estén. Por ejemplo, en vez de repetir los problemas presentados por un equipo o aplicación, el usuario necesitaría decir apenas que continua con determinada limitación, y el operador ya sabría qué alternativas y soluciones se proponían, pudiendo ofrecer nuevas opciones.
Tanto la revisión de los procesos cuanto la oferta de una experiencia consistente exige para el área de TI la adopción de un buen sistema de helpdesk. Al final, sin él será imposible que diversos profesionales conozcan todo lo que ya fue realizado para determinado usuario.
Sea previsible
La adopción de un Service Level Agreement (SLA) basado en el impacto generado por una solicitud, incidente o proyecto y definiendo el tiempo máximo de espera para un usuario ver su demanda ser tratada por la TI también ayuda a mantener el área con enfoque en el consumidor.
El SLA y las métricas de atención, como un todo, ayudan a prevenir frustraciones y a adecuar el área de TI a la necesidad de los usuarios en ver su solicitud siendo tratada con la mayor rapidez posible.
Por eso, establezca el tiempo que cada categoría de llamado podrá esperar para ser atendida y resuelta, y también defina el porcentaje máximo de ruptura del SLA en un período determinado. Así, las evidencias sobre la calidad de atención, tiempo de resolución de tickets y ocupación del equipo en la solución de problemas quedara perceptible para los clientes internos.
El enfoque en el consumidor debe cambiar las relaciones de las áreas del negocio con TI. Mas que fomentar un embate entre usuarios y técnicos, la misión del gestor es liderar proyectos, revisar procesos y adoptar herramientas que permitan la personalización, la simplificación y la rapidez en las atenciones. Así, la experiencia de los clientes de los servicios de TI será vista como un diferencial del sector y de la empresa como un todo.
¿Quiere conocer las mejores practicas y sistemas para ayudar su TI a mantener el enfoque en el consumidor? Entonces, entre en contacto con nosotros y conozca todo lo que podemos agregar a su empresa.
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