Sydney Outsourced IT Services Blog
Is Your Technology Laser-focused on Customer Experience?
Sydney Technology Solutions can help you assess your current technology solutions to ensure that the end goal is customer experience. We are a full-service IT managed service provider serving clients in Sydney.
With the rise of digital transformation over the past decade, businesses have expected miraculous solutions to beat out their competitors and future-proof their companies. After purchasing a slew of software-as-a-service (SaaS) products to keep up with competitors, optimistic stakeholders had great hopes for out of the box results. However, there still turned out to be quite a bit of work needed to marry the new capabilities to existing business operations. Plus, all the emphasis on technology tended to sweep aside the needs of the customer.
Sydney Technology Solutions puts customer experience first. From managed IT services to data cabling to disaster recovery and cybersecurity, everything we do or suggest is designed to make processes run more efficiently. This helps employees concentrate on the needs of the customer.
How Important is Customer Experience?
Up to 34% of new software engagements fail, and the percentage of digital transformation projects that fail is probably even higher. This raises an important question for technology leaders responsible for putting large SaaS technology stacks to best use: was the lack of success attributable to forgetting to put the customer first?
Unfortunately, many times the answer is yes. That’s why it’s time to look beyond digital transformation to appropriate ways to use this technology to improve what matters most, the customer experience.
Where Did We Go Wrong?
Many Sydney-based businesses had tunnel vision when it came to implementing new technology. The expected results weren’t vetted out, so the focus became learning the new technology.
The digital transformation itself is constantly evolving. Though it’s geared toward business outcomes, technology is still a tool and the appropriate footwork needs to go into how it will be used to improve back-end operations. The goal needs to be making connections with prospects more quickly and to retain loyal customers.
Some companies move too quickly to get their digital transformation stacks up and running. Now, these tools are taking up valuable resources without being put to appropriate use. SaaS sprawl can result in multiple copies of data that make it difficult to nail down one source of truth.
What’s the Best Way to Refocus Technology Strategy on Customer Experience?
Sydney Technology Solutions places the focus on driving efficiencies and improving customer experience. We advise clients in Sydney and elsewhere to work out the value to customer service, sales and other client-facing results prior to investing in any new technologies.
When business leaders concentrate on service transformation rather than digital transformation, they can shift priorities to drive the desired customer outcomes.
This typically spurs decision-makers to explore all possible options that the business can use to make this happen. Service transformation Involves determining each element of customer experience by matching it to a description of technologies needed to achieve it. This approach considers all levels of technology, such as network, infrastructure, security, communications, and applications.
Working with an experienced MSP such as Sydney Technology Solutions Gives your organization a dedicated partner fully invested in your business goals. In addition, you get honest advice on how to streamline your IT infrastructure, which can cut internal costs and remove inefficient processes.
Sydney Technology Solutions can help you assess your current technology solutions to ensure that the end goal is customer experience. We are a full-service IT managed service provider serving clients in Sydney and across Australia.