Five steps to improve the internal customer experience
On organizational routines, some areas are responsible not only for external customers’ demands, but they also respond to several requests from the employees, commonly called internal customers. Among requests to HR, tickets to the IT team or even demands that start in one sector and end in another, this data exchange has become more common every day.
For the team of people management, both the HR and the leaders, it is important to create procedures for tracking and measuring internal customer satisfaction. Ensuring that the employee is satisfied at work and satisfactorily served is essential on talent retention. Nowadays, it is becoming more frequent for qualified professionals to switch companies when they do not feel valued.
To get an idea, 21.3% of those dismissals registered by the General Register of Employment and Unemployment in 2017 were spontaneous. In this context, there is also a growing concern among companies to follow what is being done, in order to make the internal customer feels supported and well served. According to PwC consulting, nowadays 38% of organizations monitor HR processes.
To assist your company to optimize the service to internal customers, we list five steps. Check it out:
1-Figure out the main demands and their leaders
This is a task that requires time and commitment. It can be a time-consuming process for the teams which are focused on internal service, but it is also important to understand its current scenario. It is necessary to trace and catalog the main activities and internal requests. For example, the requests for vacations and inclusion of children in certain benefits.
Besides knowing what your demands are, also identify who is responsible for each of them. Then, it is possible to improve orientation on responsibilities deliveries and even using platforms, such as Ellevo’s, which give to employees more autonomy in their common needs.
2-Listen to what the internal customer has to say
To improve the employee’s experience, you need to understand their expectations. For this reason, you should invest in research with the professionals in order to evaluate positive and negative aspects in this exchange between teams. Among the questions that can be answered in this form, there are more frequent ones such as, waiting time for troubleshooting, critical assessments areas in this process and even suggestions for improvements from the team itself.
Use in this process tools to compile and store the collected data, so they can be consulted during the adjustment period. It is also important to make public the results of the research and, above all, to highlight the changes that will be applied from it.
With the traced scenario in hands, it is necessary to create indicators that motivate the team to deliver improvements for internal customer services. One of them may be reducing response times. The number of tickets served and the decrease of recurring requests, which happen due to some ill-defined process, can also enter at this point.
To ensure quality indicators and structure for improvements, it is essential to pay attention to the following item.
4-Count on technology support
Medium and large structures can hardly control and manage processes without technology support. About what we are discussing in this post, there is no difference. Focus on a platform that allows integration across areas and knowledge management.
Solutions such as Ellevo platform, which allow recording and tickets management, processes and services, are an example. Through it the worker carries out its request, which is classified by level of urgency and is sent directly to the responsible person or team. It is an assertive guarantee at the time of the request creation.
Two such advantages of technology are process automation and virtual assistants. In the first one, it is all about having a system that automatically performs a series of activities which were previously manuals. It is, for example, mailings or alerts to actions that must be solved as soon as they occur, such as the admission of a new employee. Instead of making communication in person or by email, the system itself informs automatically to the areas involved the entire process, from benefits registry to access release.
Virtual assistants significantly reduce the demands handled by teams. A chatbot can, for example, answer several questions from employees without any involvement of a professional from the customer service team.
5-Often evaluate your data
Finally, do not forget that internal customer service is a cyclical process. It must be constantly improved by evaluating the indicators and the results of the established periods. Extract data from your platform registry ranging it from the number of requests to the type of common recurrence and the average time spent on each customer service. Then, it is possible to deal potential issues as well as optimize certain actions.
With these steps, internal customer service becomes more important and, consequently, there is great commitment on talent retention, besides the development of aligned and more productive teams. If you wish to know more about this, you can follow relevant information in this post about one of the areas commonly linked to internal customers, the HR. Were you interested in deploying indicators and mapping your process? Contact the Ellevo’s team and please fill out the form below.