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Customer Experience

The 4 pillars of better Service Desk performance

By George Cox on August, 30 2017

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George Cox

Office Sales Consultant

What's the key to improved Service Desk performance? We think it ultimately boils down to the same things that drive success in any organisation. And if that's the case, why not take a Service lesson or two from some really successful organisations?

Take Amazon for example. The delivery giant is one of the absolute biggest companies in the world. And if you've taken even an introductory course in management, you will know that Jeff Bezos' company built its success on 4 pillars that run through their whole organisation: 

  • Customer Centricity
  • Continuous optimization
  • A culture of innovation
  • An agile approach

It just so happens that these four pillars fit really well to the Service Desk landscape too. So let's look at them in more detail and see what we can learn:

Customer Centricity

Ultimately, your Service Desk users are the reason you do what you do, so put them at the heart of what you do. If something isn’t working for them, then it isn’t working for you.

We think the driver behind a good service desk will always be to make the customer’s journey easier, and to encourage them to use things like self-service to aid their road to a solution. When designing new services, this should always be kept in mind, otherwise no one will use those services rendering all that hard work pointless.

Continuous optimization

Always continuously improve your services. Continuously making services more usable is key to customer centricity, and means you are always offering your best services. This can also be applied to the way you organize your team as well. Constantly optimizing your operations will not only improve services for your customer, but help make your life as a Service Desk easier too.

Here at TOPdesk, for example, we moved to continuous deployment, rolling out weekly updates to our cloud platform to ensure that our customers always have access to the latest version.

A culture of innovation

This is the hardest pillar to implement. It requires a longer, concerted effort, but cultivating a culture of innovation will definitely pay dividends in the long run. If you have an innovative workforce then things like continuous optimization will come easier.

Some ideas for ways to start implementing a more innovative culture: include your colleagues on strategy meetings, and give a platform where they can share ideas in a non-judgmental way. Open up for ideas from anyone! If you can build this sense of inclusion in your department, then you are on the first step to creating a culture of innovation. For some more in depth tips, check out my colleague Hannah's blog on creating a knowledge sharing Service Desk culture. 

Creating an agile department

Agile is a trendy word nowadays. But just because it's trendy, doesn't mean it's not a good idea, and we believe that agile is a great fit for the modern Service Desk. Why? Because it takes the focus away from processes and ultimately makes implementing the other 3 pillars we talked about a much easier affair.

Agile means you can respond quicker to your customers need, and do it with more flexibility. Less frustration and more productivity. 

More on building a modern Service Desk in our Best Practices E-book: 

Improve Your Service Management

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