Workforce Enablement is the concept of improving customer satisfaction using innovative technology.
The term Workforce Enablement was introduced by Forrester. It’s based on the idea that your customers’ needs are changing: they work on the go, using their own apps and devices, and are used to solving their own problems.
This requires a new approach to ITSM. Instead of focusing on SLAs and resolution times, your IT department focuses on making sure your customers are happy and have everything they need to perform.
The goal of Workforce Enablement is to increase employee satisfaction. Why? Research shows happy employees lead to happy customers, and happy customers lead to increased revenue. Organizations that have happy employees, have 81% higher external customer satisfaction. And in almost all cases, organizations that are leaders in the field of customer experience, have higher revenue growth.
Research shows employees are most happy at work when they feel:
1. productive – they can get their work done;
2. facilitated – they believe their organization helps them focus on their most important work;
3. connected – employees feel connected with their work, colleagues and customers.
IT service management can make a huge difference in enhancing the happiness of your employees. When you offer the right tools and the right service, you greatly enhance the happiness and productivity of your workforce.
Applying Workforce Enablement means adapting your IT department in three respects:
Technology can boost your workforce’s performance, but it can also dramatically disrupt it. To truly enable your workforce, there are a few things that will be important for your ITSM technology:
In Workforce Enablement, customer satisfaction is key. But most IT processes focus on following ITIL processes or meeting SLAs. Real insight into customer satisfaction requires IT departments create your process around these three things:
Changing technology and processes requires different skills from your IT staff. When recruiting your staff, you’ll want to look for the following talents:
When you want to enable employees to do their best work, you’ll soon find you can’t do that alone. Sure, your IT department can offer a nice laptop, a great internet connection and all the apps your employees would ever need. But that’s not enough. They need the right work environment that fits the work they do, whether it’s an adjustable desk and an ergonomic chair, or an inspirational brainstorm room. And employees need to be sure that their contracts and other working conditions are in order, so they can fully focus on their work.
Enter Enterprise Service Management (ESM). It’s the concept of supporting departments such as IT, Facility and HR working together to provide employees the best support possible. In its simplest form, ESM means you offer your employees one portal for all their questions (sometimes also called Shared Service Management or SSM). In advanced mode, it means supporting departments share the same tools and processes and introducing one Shared Service Desk.
ESM is vital for a great self-service experience, too. Your employees shouldn’t have to wonder whether they have to contact IT or Facility when they have issues with their desk phone. Offering one self-service portal for all their questions and calls greatly improves your service to your employees.
Interested in putting Workforce Enablement into practice? To help you get started, we’re composing a Workforce Enablement toolbox, providing you with everything you need to know. From service management best practices to step-by-step instructions.