World-class support driven by needs of the dysfunctional few, ultimately leads to a lose-lose for everyone. It is akin to an unhealthy codependency. With the enabler addicted to pleasing and avoiding “the big issues”. The “dependent" for their part continues asking for help that ultimately doesn’t improve their overall situation.
So how does this play out in the end-user support world?
- Support organizations struggle to get past "break-fix" conversations; we
- Spend 80% of our time meeting the needs of less than 5% of users; and we
- Rely on feedback from users that have no idea what service standard is possible.
The problem with this situation is that it can become like some sick groundhog day – no matter how fast you reactively address the current set of support needs there is always something new coming down the pipe. But what doesn’t change is the fact that you're still only touching the proverbial tip of the iceberg.
If you're like your peers you're probably actively working less than 1% of end-user generated transactions.
This is more than the simple understanding that users have struck out 7 times on their own before they call you. This is about the silent masses – the calls that never come. The herd that unknowingly plods along with waste and rework for lack of a good example or knowing any better. The mass of the iceberg below the surface that remains unknown until your ship is sinking.
Below the surface is significant END-USER PERFORMANCE EROSION. Up to 25% of end-users' application face-time can be lost productivity.
How is this possible?
- Well for one the traditional model of technology/process deployment. Forget about “IT debt”, we have a significant underinvestment in end-user education and support - users don't really understand their enterprise software.
- We also don’t have real-time support capabilities that can keep pace with the reality of business change. Processes keep changing, roles keep changing and features keep changing.
- Moore's law happened to features. Over the past 2 decades users have been asked to go from navigating 1lb of features to 10,000lbs. No wonder they have major adoption issues!
World-Class Support is not enough to stop Performance Erosion.
The way out any dysfunctional relationship is for the enabler to understand they have the power to change the dynamic. To provide the user with something truly exceptional that permanently improves collective performance – enlightened servant leadership if you will.
In the enterprise software adoption world, what does this look like? In future blogs I will outline this new form of value assurance service in detail. But in brief, there are three key moves to address END-USER PERFORMANCE EROSION.
- Benchmark and manage 100% of workforce adoption behaviors
- Optimize end-user support efforts with 100% usage transparency
- Tactically nuke software ROT and simplify the "bleeding edge" of usage
What are we really trying to do here?
Fundamentally these three actions encompass the introduction of a closed feedback loop on our support efforts for 100% of the workforce. Service less driven by the relative squeaky wheel, informed by a deep understanding of usage bottlenecks and interventions that deliver measurable impact. A SERVICE REVOLUTION. Stay posted for more.
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