We wanted to find a way to give our customers better service, and to make our customer service processes more consistent and efficient.
Our customers are (predominantly London-based) professional services businesses employing up to 200 people. For some of our customers, it doesn't make financial sense for them to hire their own IT manager, and for others they prefer to focus their energy on their core competences - legal counsel, health provision, retailing and so on.
In either case they want to outsource the running of their IT to a specialist business. They are typically owner-managed businesses demanding high-level and strategic account management.
Many months ago, we realised that our customers weren't getting the best possible service from us. The same problems were recurring, causing unnecessary downtime (and expense to us) - and we weren't doing anything systematic or rigorous to prevent them.
We were also failing to make customers' systems really meet their needs - we were guessing what their employees and businesses needed, instead of questioning and listening to them. We knew we ought to be doing these things, and had gone through the motions of doing them, but they were ad hoc, occasional, unsystematic approaches.
We needed to make our customer interactions more systematic, effective and measurable. We adapted ideas from the large corporate world, the UK Government's ITIL best practice guides and especially our employees. We now have four main channels:
Don't second guess what the customer and his or her business needs. Ask questions and start listening.
Focus on what really matters to the customer, and drop the things that don't.
Find out more about Conosco
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