How Social IT Management & Multichannel ITSM Improves IT Customer Satisfaction

by Markos Symeonides, on 09-Sep-2017 17:22:00

Communication channels – once few, now many – are converging into a “macro system” of IT support to service Business Users across an array of channels, touch points and devices. It’s what we call “Social IT Management.” What we refer to as Social IT Management is widely known in the consumer world as “multichannel” and is all about delivering engagement and sales, customer service and support in a way that fits in with the individual customer’s personal life. Multiple channels give the consumer a choice of in-store service, call centers, websites, mobile, email and web chat touch points. They want to pick the channel that works best for themat any point in time.

From a support perspective, consumers “pull” support through a broad range of channels. The use of Twitter, online branded forums, web chat, phone, self-service portals and mobile apps are commonplace. In the world of IT, Social IT Management is about delivering and supporting services in a way that fits in with the Business User’s work life.

 Social IT Management is about giving your Business Users choice, and supporting them where, when and how they need it. It’s not about pushing them to the lowest cost channel just to suit the IT cost-cutting agenda. Within a Social IT Management environment, traditional support channels such as phone and fax sit alongside newer technologies such as web chat, self-service portals, mobile apps and enterprise social platforms. Social IT Management gives Business Users the choice of when and how they engage with your service desk – what is convenient to them based on where they are and what they are doing. 

Let’s look at an example of how a Social IT Management strategy can benefit the business: 


 Laura and Philip are Sales Executives at two different companies. For both of them, time means money for the company. When they’re not selling, they’re not happy. Both of them are having technical difficulties and both have a client meeting at 3pm that afternoon. Laura’s company provides a number of channels (phone, self-service, mobile and web chat), so she can interact with the service desk in a way that works best for a busy salesperson on the move. Philip’s service desk only offers one channel – the phone. Every time he wants to check progress or update the service desk with more information on the problem, he has to pick up the phone. Because of this, both Philip and the service desk spend more time and twice as much money on supporting him. With just one channel of communication, the service desk is swamped and Philip’s can’t be fixed until the following day. Due to system issues Philip is forced to cancel his client meeting as he cannot present or demo. Thus he is very unhappy with IT and the client is not pleased either. At Laura’s company, the multichannel approach is more efficient. The service desk soon has the issue fixed and Laura makes the all-important client meeting with all the tools and information she needs to close the sale. For Laura, not only is her perception of IT higher, Social IT Management has allowed Laura to do her job better and be more productive for the business.


If you want to find out more about Social IT Management and how it can benefit your Business Users, read Sharon Taylor’s whitepaper Using Social IT Management to Improve IT Customer Satisfaction and ROI

Topics:ITSMUser ExperienceInsightsSocial IT Management


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