Despite the steadily increasing service quality of internal Siemens IT, the numbers from the user satisfaction survey painted a different picture. Which measures and which way of addressing our costumers work best when it comes to communicating IT updates and improvements?
Internal IT has been taking a different approach since June
2018 and, just three months later, is registering a significant increase in the levels of user satisfaction with the tools and services.
User satisfaction trough professional communicationIngeKokta
Despite the steadily increasing service quality of internal Siemens IT, the numbers from the user satisfaction survey painted a different picture. Which measures and which way of addressing our costumers work best when it comes to communicating IT updates and improvements?
Internal IT has been taking a different approach since June
2018 and, just three months later, is registering a significant increase in the levels of user satisfaction with the tools and services.
The time has come for a new approach to IT service and support. Employees need a more mobile, social and user-centric experience and IT needs better-integrated tools and automated processes to streamline service delivery. The new IT experience helps people and business do their best work.
Develop a long-term IT plan while implementing customized IT solutions. Learn about the help desk evolution, top future IT issues, and how to move from a steady approach to stable applications.
Now more than ever, IT needs to raise its internal profile and demonstrate ROI. An IT intranet is the perfect vehicle for doing so. Here we share ten ways an IT intranet can contribute to corporate goals.
Innovative Insight Answers the Call - A Bolder Thinking Case StudyGoodData
Recognizing that their call center solution's benefits could extend way beyond operational and cost efficiencies, the Bolder Thinking team looked to give customers real-time access to analytics on call center performance, something no other provider was offering. They needed a tool that allowed them to empower the operators, supervisors, and call center managers to (1) get quick access to data, (2) to do ad hoc reporting on the fly themselves, and to (3) significantly reduce their time to insight.
User satisfaction trough professional communicationIngeKokta
Despite the steadily increasing service quality of internal Siemens IT, the numbers from the user satisfaction survey painted a different picture. Which measures and which way of addressing our costumers work best when it comes to communicating IT updates and improvements?
Internal IT has been taking a different approach since June
2018 and, just three months later, is registering a significant increase in the levels of user satisfaction with the tools and services.
The time has come for a new approach to IT service and support. Employees need a more mobile, social and user-centric experience and IT needs better-integrated tools and automated processes to streamline service delivery. The new IT experience helps people and business do their best work.
Develop a long-term IT plan while implementing customized IT solutions. Learn about the help desk evolution, top future IT issues, and how to move from a steady approach to stable applications.
Now more than ever, IT needs to raise its internal profile and demonstrate ROI. An IT intranet is the perfect vehicle for doing so. Here we share ten ways an IT intranet can contribute to corporate goals.
Innovative Insight Answers the Call - A Bolder Thinking Case StudyGoodData
Recognizing that their call center solution's benefits could extend way beyond operational and cost efficiencies, the Bolder Thinking team looked to give customers real-time access to analytics on call center performance, something no other provider was offering. They needed a tool that allowed them to empower the operators, supervisors, and call center managers to (1) get quick access to data, (2) to do ad hoc reporting on the fly themselves, and to (3) significantly reduce their time to insight.
The main objective of an intranet solution is to simplify internal communication within a small
business. Unified communication encourages employees to collaborate, work at all levels of small
business. Intranet solution enables one to make more collective decisions while speaking with one
voice all across the small business.
Learn How to Maximize Your ServiceNow InvestmentStave
Understand how leading companies are adopting an aPaaS strategy
Learn the evolution of ServiceNow's platform capabilities
Assert IT's influence over shadow IT practices
Cisco Unified Contact Center Enterprise Recommendations
Cisco Unified Contact Center Enterprise (UCCE) represents the leading global, multi-site contact center platform available today.
Surviving the Software Selection ProcessAnthony D'Ugo
I presented at a CMA Ontario professional development event to 50+ attendees on Dec 3, 2009, and again on Dec 17, 2009 due to a sold out first session with an accompanying waiting list. I shared insights and approaches with the attendees to help them find opportunities to reduce the costs, risks, and time associated with software evaluation and selection. I was then asked to write an article on the topic for the CMA Ontario Member Newsletter because of the high level of interest from their members - published on Jan 2010.
Essential it skills that will get you hired as an it professionalMirza Rihad Ali Sunny
We are all aware of the fact that IT knowledge is mandatory these days for getting even the mediocre of jobs. Most of the posts these days are getting computerised, automated. There are specific IT skills we ought to learn. These skills are essential in the job sectors of our lives. We all have that one friend who has a vast knowledge of computers and IT. And then we also have a few friends who don’t have any computer skills at all. If you know any such person, this article could change his/her life. This article intends to solve some of those problems as we dig deep into the realm of IT. We are going to discuss what the essential IT skills are, how we can gain them with ease.
Outcome Engineering 101: Five Guidelines to Delivering Products that Create I...Cognizant
It’s time to shift to an evolved, technology-empowered design mindset. As technology informs design, and good design arms technology to become most effective by engaging with users, the two now sit at the top of the product development pyramid to co-create success.
Marketing is the New Sales: Engaging the (Anonymous) Digital Buyer | Mark StuytKatie Elliott
With most prospects completing the majority of their B2B purchasing research online, they will likely find you long before you find them; which means their 1st, 2nd and often 3rd interaction with your organization will be digital in nature, not human. If you understand how to engage their emotions, they will consume your content and share their contact information. But if you don’t, they’ll move on to the next website and your future customer will be lost forever. With sales professionals effectively removed from much of the buying cycle, marketing is now ultimately responsible for prospect engagement, education and bias creation. Unfortunately, traditional outbound marketing techniques no longer produce the short-term lead volume they once did…….so what do you do? This workshop focuses on the strategic shifts and tactical adjustments that Marketing must execute to engage, influence and bias an increasingly educated and elusive buying community.
Topics include:
• Reimagining the customer acquisition process
• Tribal messaging - creating high-impact emotional content
• Creating industry/vertical oriented emotional messaging
• Improving digital engagement - converting reluctant online visitors
• Selecting images that engage emotions
• Leveraging reciprocity – Developing conversion tactics that work
• And more
Mark Stuyt
Neural Impact
BDO Connections 2016 |
A strong communication capability between the business and IT ensures the alignment of business requirements with delivered IT functionality and value. Use this storyboard to understand common barriers to effective requirements management, tactical solutions to overcome these barriers, and how to achieve a high level of project success.
This storyboard will help you:
•Understand the common barriers to effective requirements management
•Learn how organizations have solved these challenges
•Implement your own tactical solutions to enable effective communication of business requirements for IT projects in your organization
•Achieve a high level of project success
Whether an organization develops its own applications or implements packaged solutions, the success of the project depends on the clear communication of business requirements in terms IT can understand and deliver.
Extending agile beyond IT can help companies transform the customer experience.
Here’s how project managers can gain support from skeptics and newcomers.
The ultimate guide to Digitizing Change ManagementLucy Newman
Listen to the accompanying podcast here: https://goo.gl/rw17q8
Businesses are continuing to invest heavily in digitally transforming their organizations. The Digital Transformation market alone is set to be worth $2tn by 2020.
Director of Product Strategy at AppLearn Andrew Barlow is joined by special guests to discuss the impact that modern Digital Transformation projects are having on the way that businesses approach Change Management.
Digital Transformation Playbook: Guide to Unleashing Exponential GrowthBMC Software
BMC, the global leader in IT solutions for the digital enterprise, has teamed with PSFK, one of the world’s leading think tanks, to develop The Digital Transformation Playbook. This guide provides key insights and actionable steps for business executives and public sector organizations to follow as they seek to enhance customer experiences, processes, and business models through digital transformation. To download a complimentary copy of The Digital Transformation Playbook, visit http://www.bmc.com/playbook.
How Modern Operational Services Leads to More Self-Managing, Self-Healing, an...Dana Gardner
A discussion on how Hewlett Packard Enterprise Pointnext Services is reinventing the experience of IT support to increasingly rely on automation, analytics, and agility.
The main objective of an intranet solution is to simplify internal communication within a small
business. Unified communication encourages employees to collaborate, work at all levels of small
business. Intranet solution enables one to make more collective decisions while speaking with one
voice all across the small business.
Learn How to Maximize Your ServiceNow InvestmentStave
Understand how leading companies are adopting an aPaaS strategy
Learn the evolution of ServiceNow's platform capabilities
Assert IT's influence over shadow IT practices
Cisco Unified Contact Center Enterprise Recommendations
Cisco Unified Contact Center Enterprise (UCCE) represents the leading global, multi-site contact center platform available today.
Surviving the Software Selection ProcessAnthony D'Ugo
I presented at a CMA Ontario professional development event to 50+ attendees on Dec 3, 2009, and again on Dec 17, 2009 due to a sold out first session with an accompanying waiting list. I shared insights and approaches with the attendees to help them find opportunities to reduce the costs, risks, and time associated with software evaluation and selection. I was then asked to write an article on the topic for the CMA Ontario Member Newsletter because of the high level of interest from their members - published on Jan 2010.
Essential it skills that will get you hired as an it professionalMirza Rihad Ali Sunny
We are all aware of the fact that IT knowledge is mandatory these days for getting even the mediocre of jobs. Most of the posts these days are getting computerised, automated. There are specific IT skills we ought to learn. These skills are essential in the job sectors of our lives. We all have that one friend who has a vast knowledge of computers and IT. And then we also have a few friends who don’t have any computer skills at all. If you know any such person, this article could change his/her life. This article intends to solve some of those problems as we dig deep into the realm of IT. We are going to discuss what the essential IT skills are, how we can gain them with ease.
Outcome Engineering 101: Five Guidelines to Delivering Products that Create I...Cognizant
It’s time to shift to an evolved, technology-empowered design mindset. As technology informs design, and good design arms technology to become most effective by engaging with users, the two now sit at the top of the product development pyramid to co-create success.
Marketing is the New Sales: Engaging the (Anonymous) Digital Buyer | Mark StuytKatie Elliott
With most prospects completing the majority of their B2B purchasing research online, they will likely find you long before you find them; which means their 1st, 2nd and often 3rd interaction with your organization will be digital in nature, not human. If you understand how to engage their emotions, they will consume your content and share their contact information. But if you don’t, they’ll move on to the next website and your future customer will be lost forever. With sales professionals effectively removed from much of the buying cycle, marketing is now ultimately responsible for prospect engagement, education and bias creation. Unfortunately, traditional outbound marketing techniques no longer produce the short-term lead volume they once did…….so what do you do? This workshop focuses on the strategic shifts and tactical adjustments that Marketing must execute to engage, influence and bias an increasingly educated and elusive buying community.
Topics include:
• Reimagining the customer acquisition process
• Tribal messaging - creating high-impact emotional content
• Creating industry/vertical oriented emotional messaging
• Improving digital engagement - converting reluctant online visitors
• Selecting images that engage emotions
• Leveraging reciprocity – Developing conversion tactics that work
• And more
Mark Stuyt
Neural Impact
BDO Connections 2016 |
A strong communication capability between the business and IT ensures the alignment of business requirements with delivered IT functionality and value. Use this storyboard to understand common barriers to effective requirements management, tactical solutions to overcome these barriers, and how to achieve a high level of project success.
This storyboard will help you:
•Understand the common barriers to effective requirements management
•Learn how organizations have solved these challenges
•Implement your own tactical solutions to enable effective communication of business requirements for IT projects in your organization
•Achieve a high level of project success
Whether an organization develops its own applications or implements packaged solutions, the success of the project depends on the clear communication of business requirements in terms IT can understand and deliver.
Extending agile beyond IT can help companies transform the customer experience.
Here’s how project managers can gain support from skeptics and newcomers.
The ultimate guide to Digitizing Change ManagementLucy Newman
Listen to the accompanying podcast here: https://goo.gl/rw17q8
Businesses are continuing to invest heavily in digitally transforming their organizations. The Digital Transformation market alone is set to be worth $2tn by 2020.
Director of Product Strategy at AppLearn Andrew Barlow is joined by special guests to discuss the impact that modern Digital Transformation projects are having on the way that businesses approach Change Management.
Digital Transformation Playbook: Guide to Unleashing Exponential GrowthBMC Software
BMC, the global leader in IT solutions for the digital enterprise, has teamed with PSFK, one of the world’s leading think tanks, to develop The Digital Transformation Playbook. This guide provides key insights and actionable steps for business executives and public sector organizations to follow as they seek to enhance customer experiences, processes, and business models through digital transformation. To download a complimentary copy of The Digital Transformation Playbook, visit http://www.bmc.com/playbook.
How Modern Operational Services Leads to More Self-Managing, Self-Healing, an...Dana Gardner
A discussion on how Hewlett Packard Enterprise Pointnext Services is reinventing the experience of IT support to increasingly rely on automation, analytics, and agility.
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
Internet, wireless technologies build bridge to customer engagementDawn Kehr
Discusses trends in the finance and insurance industries of using mobile and wireless technologies to invest in customer relationships and increase engagement.
Digital Transformation Requires a "Subscriber-First" ApproachBrian Metzger
Communications service providers (CSPs) are under intense competitive pressure to increase revenues and strengthen subscriber loyalty in markets around the globe. In order to thrive in this environment where over-the-top (OTT) players and other providers have utilized CSP networks to deliver innovative services, CSPs are now primed and ready to undergo digital transformation and develop new digital products and services that enhance the digital lifestyle of their subscribers.
Extensible DNS-based platforms and subscriber-centric applications are key enablers of digital transformation. They offer a more complete view of the customer and provide greater service agility to put subscribers in control of their own digital experiences. Once considered to simply be the “phone book” of the internet, the domain name system (DNS) has moved beyond the realm of passive internet look-up functionality and is now at the heart of digital transformation.
Digital workspaces
are becoming powerful competitive differentiators in all industries.
That’s because businesses are seeking new levels of agility in
their processes and service delivery methods. They also want
flexibility for their employees.
Delivering User Excitement in the Digital Era Through an Enterprise Service HubCognizant
To succeed in a digital world, enterprises must reengineer their help and service desks along a hub and spoke model, employing analytics and total case ownership to satisfy internal and external user needs as soon as they arise.
Your Challenge
Service desk managers with immature service desk processes struggle with:
Low business satisfaction.
High cost to resolve incidents and implement requests.
Confused and unhappy end users.
High ticket volumes and a lack of root-cause analysis to reduce recurring issues.
Wasted IT time and wages resolving the same issues time and again.
Ineffective demand planning.
Our Advice
Critical Insight
Don’t be fooled by a tool that’s new. A new service desk tool alone won’t solve the problem. Service desk maturity improvements depend on putting in place the right people and processes to support the technology.
Service desk improvement is an exercise in organizational change. Engage specialists across the IT organization in building the solution, and emphasize how everyone stands to benefit from the initiative.
Organizations are sometimes tempted to track their work under a single ticket type. Unfortunately, the practice obscures the fact that incidents, requests, and projects require radically different amounts of time and resources, and can create the impression that IT is underperforming. Distinguish between incidents, requests, and projects, and design specific processes to support and track the performance of each activity.
Remember, the value of any IT service management (ITSM) tool is a function of the processes it supports and the adoption of those processes. The ITSM tool with the best functionality is worth little if you do not build the right processes, configure the tool to support them, and work to improve tool adoption in your organization.
Impact and Result
Increase business satisfaction.
Reduce recurring issues and ticket volumes.
Reduce average incident resolution time and average request implementation time.
Increase efficiency and lower operating costs.
Enhance demand planning.
TTBS can help you setup a complete digital workspace that offers best-in-class connectivity, collaboration and security at low costs.
With simple-to-use interfaces, our solution is easy for organisations to implement and use. Smartflo is a cloud based communication
suite that boosts digital connectivity, streamlines business processes and delivers better customer experience.
Similar to User satisfaction trough professional communication (20)
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
As the call for for skilled experts continues to develop, investing in quality education and education from a reputable https://www.safalta.com/online-digital-marketing/best-digital-marketing-institute-in-noida Digital advertising institute in Noida can lead to a a success career on this eve
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
What’s “In” and “Out” for ABM in 2024: Plays That Help You Grow and Ones to L...Demandbase
Delve into essential ABM ‘plays' that propel success while identifying and leaving behind tactics that no longer yield results. Led by ABM Experts, Jon Barcellos, Head of Solutions at Postal and Tom Keefe, Principal GTM Expert at Demandbase.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
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[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
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With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
User satisfaction trough professional communication
1. IT creates business value
Case Study
User satisfaction
through professional
communication
30 30PERCENT
MORE
SATIS-
FACTION
PERCENT
MORE
SMILE
2. The Challenge
The IT infrastructure has to work because it is the basis of all digital work. If it does not work
as expected, the company is blocked and those affected are hugely frustrated. This is not the
only reason why internal IT has a hard life. It is also bound by company policy and the informa-
tion security guidelines. IT can often only suggest – not decide – which IT tools Siemens em-
ployees should have at their disposal. What is, however, often mostly in its hands is the satis-
faction levels of the colleagues when working with both hardware and software. Our abilities
to provide assistance and explanations when introducing new tools are enhanced
and improved on the basis of feedback services so as to guarantee the smoothest possible
support given the cost constraints. Earlier in the summer there was definitely room for im-
provement with regard to the user satisfaction because despite the demonstrably measured
optimization of the service quality (around the issues: system crashes, service desk tickets,
user numbers, etc.) it had little impact on the monthly surveyed user perception figures.
Case Study | Quality Improvement Initiative
Despite the steadily increasing service quality of internal Siemens IT,
the numbers from the user satisfaction survey painted a different
picture. Which measures and which way of addressing our costumers
work best when it comes to communicating IT updates and improve-
ments? Internal IT has been taking a different approach since June
2018 and, just three months later, is registering a significant increase
in the levels of user satisfaction with the tools and services.
30 percent: That was easier said than done. The Internal IT team at Siemens is all the more
proud of this result, which has been put in black and white by regular feedback responses. It is
an acknowledgement of IT’s work these past few months. The appreciation of the customers is
giving each and every service owner the boost and the motivation needed to continue giving
their best. How the increase was achieved is certainly not rocket science because IT goes about
its business systematically.
Increased satisfaction
Very
satisfied
Satisfied Neutral Dissatisfied Very
dissatisfied
30PERCENT
+
2
“We from inter-
nal IT try to
make necessary
changes as easy
as possible for
the users.”
Harald Janocha
GS IT SFS FS CR 2
“You can get in
touch with the
support team for
every little issue
and receive quick
and comprehensi-
ble feedback.”
Patrick Pernegger
Global Head of User Engagement
GS IT TRA UC30 % increased satisfaction 60 % lower survey dropouts
JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP
2017 2018
USERPERCEPTION
BASELINE COMPANY PRIORITY
3.3 3.3 3.3 3.3 3.3
3.6
3.4
3.5 3.5
3.6
3.8
SATIS-
FACTION
OUTAGES
9
22
3,2
-60% 25
20
15
10
5
0
4,0
3,8
3,6
3,4
3,2
3,0
3.8
OUTAGES
11.5 % 22.9 %
8.9 % 2.1%
JUL 2017 SEP 2018
Overall evaluation of satisfaction “very satisfied”
Overall evaluation of satisfaction “very dissatisfied”
3.3
3.9
3. In order to achieve the target value of 3.9 at the end of the fiscal year it required the drawing
up of a sophisticated marketing concept and firm communication measures for the respective
service improvements had to be transferred to the end users in transparent fashion. The goal
was to build up emotional communication and increase awareness among the employees that
IT does not just consist of services, rather of colleagues that try every day to design new user-
friendly services, features, and tools to maintain ongoing operations.
The Approach
The marketing experts of Internal IT developed a new concept for communicating the improve-
ments of the tools and services. The key to the positive perception from the perspective of the
recipients was the creative execution of the concept: emails with short, snappy texts and an
eye-catching, often in the claim exaggerated image caption. These presented the advantages of
the new tools and explained how to install and use in simple terms. Careful target-group seg-
mentation ensured that only those who would benefit from the new aspect received the email.
Case Study | Quality Improvement Initiative 3
Attention-grabbing marketing materials
“The fact that the
internal IT service
has made such an
obvious effort to
tackle the prob-
lems of the staff
members has
made everyday
working life in my
field noticeably
more relaxed.”
Diana Srebrzynski
GS IT CCS A ACM
4. Case Study | Quality Improvement Initiative 4
Rating of the individual services
With the aid of BI analyses IT was able to comprehend who reacted to the first impulse and
who initially did not want to check out the new feature. Users who left everything as it was
received a memo at a later stage with further offers of assistance. And all those who were
working with the state-of-the-art technology were asked for their satisfaction level or potential
for frustration by means of a digital survey tool following a specific test phase.
The suitable way of addressing the respective target group, the optimized timing of the com-
munication impulses via various channels as well as the tracking of the acceptance levels (or
pinpoint follow-up actions) took the communication with the users to an extremely profession-
al level.
So that the calls for modernization did not fade away and the colleagues did not feel deserted, IT
turned a wide variety of internal screws to make their service even more user-friendly, personal,
and efficient. They won a lot of friends in this context with the aid of:
• short, emotional explanatory films
• practice-oriented installation seminars via virtual conference
• the “Installation Breakfast”, in which interested persons got in touch with a new technology
over croissants and coffee.
The final few measures were particularly helpful in getting the IT experts in direct contact with
the participants and enabling them to go into individual issues.
To put it in figures: in the space of three months, IT tested communication measures for up to
fourteen services. The measures were aimed at one focus group per service, each with one
thousand users and in six languages. Satisfaction surveys were subsequently sent out monthly
to the respective thousand participants, with the same number of employees also being sur-
veyed in a control group consisting of people who had not received the communication mea-
sures previously.
“The explanations
given by the ser-
vice colleagues at
an Installation
Breakfast for
Office 365 helped
convince me of
the advantages
of the new tool.”
Lisa Schoeberl
GS IT EU2
RC-AT TP WCW
Circuit
Service Desk
Syncplicity
Printing (OMS)
Virtual Client
Voice
myIT Portal
SmartMobile
SmartAppAccess
Wireless Lan
WIN Client
File Shares
Entitlement
URA
3.8
USER PERCEPTION 1 2 3 4 5
TARGET
4.0
3.9
3.8
3.2
3.8
3.6
4.0
3.7
4.0
3.6
3.9
3.8
4.2
FIRST RATING
SEPTEMBER 2018