IT Process Consistency is Key to Quality Service Delivery
Processes are the only way to create consistent service in the IT world. Yet, for the processes to work, they must be adhered to by the engineers. When either of these fails, you receive poor service. However, a mature IT organization invests in efficiency tools and the right people to ensure the processes result in continuous improvement, premium service, and future IT projects you want to address.
Processes Create Efficiencies
Processes are the cornerstone for efficient and excellent service. Subsequently, a successful business process will cut across the whole organization – not just the individual department. Even sales, accounting, and HR must be part of the solution. An excellent example of a failed process is when a salesperson tells the client one thing, and the delivery is much different.
Learn from My Experiences
I learned the importance of process adherance early in my IT support sales career. For example, I had a client who understood our escalation policy very well. Why? Because this was one of my selling points. First, the engineer had 15 minutes to define the problem and map a solution. Second, they were required to escalate the issue to a more senior engineer if they could not do this. Of course, the original engineer would still own the ticket, but the second engineer would fix the problem as they watched. This process served three purposes:
- The client didn’t have to re-explain the ticket repeatedly as it changed hands from one engineer to another.
- It sped up the time to resolution for the client.
- The engineer increased their knowledge base.
That sounds great, right? It was – right up to the point that the engineer did not follow the process.
Fact: Engineers Hate Asking for Directions
Let’s face it: engineers are notorious for wanting to solve problems independently – no matter how long it takes. So, when Mike was at the client site for four hours without a plan of action for a single desktop issue, I heard from an unhappy client. Mike didn’t realize it was not about him. Because of his unwillingness to let go of the problem, an important executive could not use her computer for four hours!
Engineers Who Do Not Follow Processes Cost the Company Money
You will often hear me say that billable time is king in the IT support industry. In this case, there appeared to be no end in sight as Mike tinkered around for a solution. As a result, our company was losing money. After all, Mike could have resolved multiple issues for our clients during the time he took to solve this one issue. Therefore, the cost of that one ticket to us was the engineering salary plus the potential billable time equalled $580 loss. Unfortunately, I don’t know what the financial impact was on the client.
How Do You Know if Your IT Support Company is Following Defined Processes?
The following are strong indications your IT Support Company is weak in process follow-through.
- Repeat questions
- Engineers learning on your time
- Repeat issues
- Long resolution times
- Long response times
- Bad communication
- Poor management
- Competing priorities with your own Internal IT Department
- Poor Engineering Attitudes
INSI Values Processes
At INSI, we know processes form the framework to improve operational efficiencies and deliver premier service. Below are a few examples of some of our processes and the benefits to our clients:
- Always Do What is Best for the Client – Nothing is more important than this.
- Assign the Ticket to the Correct Engineer – We have a tiered structure that forces tickets to be assigned to the correct skill level.
- One Engineer Owns the Ticket – One person must own the ticket and involve others to help them as needed. This will speed up the time to resolution for you.
- Escalation Process – Our escalation process has a mentoring aspect that speeds up your resolution and helps our engineer expand their knowledge base.
- Quarterly Preventive Maintenance – This process allows us to catch issues before they become a real problem for you.
- Monitoring Response – Alarm response protocols are defined at the kickoff meeting and strictly followed.
- On-boarding New Clients – Documentation, asset tagging, client handbook, introductions, etc.
- Time-Slip Lag – Our engineers document the problem and resolution while it is still fresh in their minds. As a result, engineers can access the knowledge base for solutions if/when they encounter the same issue.
- On-Going Documentation – Fresh documentation helps us make informed decisions and recommendations for your company.
In conclusion, processes differentiate between a successful client relationship and a failed client relationship. If you have inconsistent service, this may be the culprit, and it is time to contact INSI! To find out more about INSI services, click on the link below or call us at 770-387-2424 option 2.
About INSI: The Best MSP in Atlanta!
Innovative Network Systems, Inc. has a unique approach to integrating IT support and cybersecurity. Our month-to-month programs range from basic support to proactive support, managed support, and customized support. Each program is tailored to the client’s needs and internal IT strengths.
For more information about cybersecurity dangers and the preventative measures for your company, connect with the top MSP in Atlanta; Contact INSI: 770-387-2424, option 2 or click the link below. In addition, we offer 16 different cybersecurity programs to protect you and your data.
About the Author
Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and want to be notified when a new article is posted, click here.
