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