{"id":10750,"date":"2022-02-18T11:37:04","date_gmt":"2022-02-18T10:37:04","guid":{"rendered":"https:\/\/blog.prodwaregroup.com\/?p=10750"},"modified":"2023-10-12T11:01:40","modified_gmt":"2023-10-12T09:01:40","slug":"putting-the-right-foundations-in-place-to-move-from-a-reactive-service-operation","status":"publish","type":"post","link":"https:\/\/blog.prodwaregroup.com\/innovation\/putting-the-right-foundations-in-place-to-move-from-a-reactive-service-operation\/","title":{"rendered":"Putting the right foundations in place to move from a reactive service operation"},"content":{"rendered":"\n

In my last article I discussed the concept of the Maturity model for setting and progressing your IT Service Management approach.
If you missed it, have a look and here\u2019s a visual reminder of the curve:<\/p>\n\n\n

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In this article I am starting at the beginning, like any good story; because if your service company has a good foundation it is a more fluent and easy progression of improvement.
So, let\u2019s look deeper at the behaviors of an organization at this phase and how they can start to adjust in order to bring better experiences to customers and employees; cost-effectively and with ROI\u2026<\/p>\n\n\n\n

ITSM Maturity Level 1: Cost Center (or foundation level where your business is not yet deriving true ROI from the service operation)<\/h2>\n\n\n\n

More and more organizations see the importance of introducing a Customer Service application in order to overcome an undocumented and disconnected service management \u201cprocess\u201d. Service teams in this stage are often working in siloes, with customer information held separately and using processes that do not work together. The service here is fractured, reactive and unproductive, leading to repeated issues and a frustrated customer\/agent experience.
By improving and professionalizing Customer Service as a major lever to improve Customer Experience, organizations can gain trust and invest in a long term relationship with customers and employees.<\/p>\n\n\n\n

Starting with a best-in-class service platform with focus<\/h3>\n\n\n\n

Centralizing and structuring information is key best practice in this phase, with all service oriented teams moving towards using the same technology, data sets and processes.
By switching separate legacy tech that isn\u2019t connected into one CRM made for customers (such as Microsoft Dynamics 365 Customer Service<\/a><\/strong>) your employees and customers start to benefit from structure.

In my experience with some of my clients and prospects, who are in this maturity stage, it can sometimes be overwhelming to make the leap \u201cfrom zero to hero\u201d which is why we have developed an implementation service called Jump Start<\/a><\/strong> and a solution called Fast Service<\/strong>.

Without the need for specific technical skills and high overheads in manpower and IT, it\u2019s a simplified and focused way to configure Dynamics 365 Customer Service<\/strong>, to structure the process of incoming tickets, queues for specific topics, supporting the main channels of e-mail and phone to bring added value in not more than 6 weeks.
It\u2019s all about starting with the basics, getting your teams used to more streamlined processes \u2013 in order to see better user adoption, one way of working, in order to move forward with ease.<\/p>\n\n\n\n

Benefits of a Jump Start Fast Service approach:<\/h4>\n\n\n\n