Proactively Improve Customer Satisfaction by Visualizing IT Service Data
Delivering Proactive IT Services: Part III
While the global pandemic is forcing everyone to quarantine and work remotely, worker satisfaction and productivity is essential. Any unplanned business disruptions risk inflicting chaos and revenue losses in an already sensitive period. With this in mind, IT service leaders want to preserve as much good sentiment towards IT as possible while building positive relationships and, most importantly, proactively address pain points before they can affect productivity.
This is the third part in an article series about how IT business analytics can help you obtain visibility into your organization’s current view of IT services – IT service customers’ sentiment.
Part One discussed the importance of an analytics-based approach to measuring IT service sentiment in general. Part Two revealed the sources of data that can provide valuable views of IT service sentiment. This final part will show how visualizing your IT service data can enable proactive improvements in powerful ways.
Using data sources from across your organization’s major systems of record, you can build a dashboard to display an aggregate sentiment score for individual employees and select user groups. You can then use this data to further model key performance areas and create dashboards that offer incredibly valuable insights at a glance. This process leverages IT service data for a snapshot of various sentiment/performance areas, which can then allow IT leaders to drill down or slice/dice that view for further analysis.
Enhancing visualizations with AI/ML driven models allows for the capability to trend data, project possible outcomes, and predict the risk of negative sentiment given specific IT changes.
The ultimate goal for all of these activities is to derive insights that act as a spark to ignite proactive improvements by addressing sources of negative sentiment before they lead to negative consequences.
Within Numerify’s own IT service analytics solution, there are three main visualizations that can provide value:
- Aggregate sentiment analysis
- Keyword analysis
- SLA analysis, with ability to create combined view of multiple data field types
Aggregate Sentiment Analysis
An aggregate sentiment analysis acts as the baseline expressive KPI score – something that at-a-glance can tell IT service agents and leaders how users feel. The score aggregates data imported from multiple systems of record, including ITSM ticketing platforms and applications performance monitoring (APM) tools. Data generated from these sources can also be compared to benchmarks for SLA compliance, revealing areas of possible shortfalls or areas where IT service performance exceeded expectations.
Objective data is then combined with data scraped from corporate social chatter. Applying machine learning and NLP derives specific sentiments towards IT service areas. An NLP and AI-driven model can score excerpts of relevant chatter to reveal if they are positive, neutral, or negative.
Aggregating this data serves to produce a single token of value – a score that answers the question: How much does this given individual calling the service desk love or hate their current IT experience?
Leveraging all of these data sources produces a specific number that serves as a bellwether for this sentiment. It can light up green to indicate a happy customer, red to indicate someone who may be having a rough experience, and ride along different colors in that spectrum to indicate in-between feelings. Importantly, this sentiment score can be derived for specific user groups and not just individuals.
Comparing trends in aggregate sentiment scores can allow IT to identify their own strengths, weaknesses, opportunities, and threats. A valuable example would be a regional office that has a much higher sentiment score than other regions. By drilling down sentiment scores to individual metric factors, IT can potentially reveal what is driving this positive sentiment — and how they can potentially emulate that success elsewhere.
Generating keyword clusters and topic trends through social chatter provides a powerful visualization in the form of word clouds. Additionally, keyword analysis allows for an analytics solution to assign specific values to unstructured data.
Word clouds visually show which incident or problem types are trending. This may relate to a specific application, such as a virtual machine, or it may relate to larger applications functions, such as improperly assigned user permissions. At a glance, IT leaders can know which topics are on the tip of the tongue of their service customers. They can then refine and categorize these concepts – helping train the topic clustering engine in the process – as they sift through the insights.
Reporting on SLA compliance can be a manually intensive process without the right IT business analytics platform. By importing a system of record data and aggregating it into a dashboard, IT leaders can rapidly visualize SLA compliance on a single sheet. This dashboard can be customized to build a scoring engine for SLA compliance in specific areas. Investigating through slices, dices, and drill-down produces the view needed to answer burning questions.
The outcome is that IT leaders and service desk managers achieve a combined view that helps them examine how other performance areas impact SLA compliance. For instance, they can compare the number of resolved incidents to the percentage of SLA goal compliance. They can even compare SLA compliance and incident volume for specific IT assignment groups, allowing them to identify individual teams and even agents that are holding everyone back from meeting their targets.
The benefits of this combined view of SLA data include:
- Quickly identify outliers – Locate easy wins and chafing pain points
- Multi-level analytics – Achieve rapid assessment through a broad view
- Native drill-down capability – Investigate how specific performance areas or actions contribute to the broader view
- Self-service, ad-hoc reporting – Configure new dashboards on-the-fly in minutes to obtain the view needed to answer questions, derive insights, set priorities, and assess SLA compliance for specific areas at-a-glance, etc.
Rapid Implementation to Give You Insights Within Weeks
Speaking specifically about Numerify’s own IT service sentiment analytics solution, implementing such a platform can afford quick time to value. With one Numerify customer, the 360° dashboard was available for broad use within three weeks, and then it was iterated to reach a final approved state within six weeks. The solution imported multi-source data from BMC Remedy, IT asset software, corporate social media, and other core IT tools.
Making the tool available to IT service leaders provided a measurable value add. It permitted insights into Service Quality, CX, SLAs, and the overall quality of data being used. This, in turn, triggered direct improvements via the rollout of agent insights that proactively met IT customer expectations and achieved greater efficiencies.
Positive business outcomes of the Numerify project included:
- Established an employee/customer-focused approach
- Made positive progress, such as moving to in-source complaint management
- Attained process improvements via insights
- Allowed for targeted objectives, like reduced incident costs
- Targeted employee engagement earlier in the process, before bad sentiment can bloom and fester
Proactively Improving Relationships With IT to Empower Employee Productivity
Every organization has their own systems of record, and they can use the data generated by it to surface insights that lead to proactive service delivery improvements.
IT services can build relationships by being in touch with current service customer expectations and demands are. Calling up the service desk can then mean getting someone who understands who you are, what you’re dealing with, and what you need to be satisfied.
Improvements like these help organizations preserve the value of its human resources. This outcome is particularly important during a time when it’s difficult to coordinate teams remotely. Having a view of sentiments during a global crisis helps IT stay in touch with people they may not see face-to-face for months – or ever again. Ultimately, the result is that employee productivity will be improved by removing hurdles while priming the conditions for positive sentiment to bloom and flourish.
Want more information on how analytics can empower a proactive approach to IT service delivery? Watch our recent webinar: “How IT Can Proactively Anticipate and Deliver Services That Drive Employee Productivity“
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