IT infrastructure services have been traditionally delivered by knowledge workers with an engineering mindset. While they have done exceptionally well on meeting technical service levels, there remains a high level of user dissatisfaction with the overall service. At NIIT Technologies, we have taken certain steps to ensure we deliver emotionally enriching experiences and earn high customer satisfaction.
We believe there is a need to systematically inculcate a service mindset where outcomes are measured on service experience, and we are focused on building a superior service culture. We have incorporated the ‘ Up Your Service’ program to bring about this culture change, where employees are expected to demonstrate certain behavioral traits and are measured against them. This induces a high degree of empathy toward our customers in our services. We also measure the customer experience on a simple but powerful five-point scale through our Voice of Customer program that enables us to improve continuously.
We understand well that one size cannot fit all. We, therefore, align the components of our service—support hours, location mix, service levels and resource deployment needs—to the persona of the business, persona of the user and persona of the end customer. Based on the business criticality of the applications, we categorize and recommend the best-fit service level from Platinum, Gold, Silver, or Bronze service levels. We focus on ‘business level monitoring’ where tools are used to monitor business functions (HR, marketing, finance etc.) and industry business processes (for example, bookings, check-in, etc.in the travel industry).
Each industry has certain core business processes that need specialized IT infrastructure support. We are well versed with these processes basis our focused domain experience across industry and offer industry-specific IT infrastructure offerings to boost performance.
How a Global IT Solutions Company is Creating a Culture of Delivering Exceptional Value to Customers
The case study discusses how NIIT Technologies chose UP! Your Service (UYS) vision to build an uplifting service culture for sustainable competitive advantage. It clarifies how the service vision &...