…get IT strategy
An IT strategy can include a number of different channels and digital assets, however the main focus should be to align both your reactive IT support and proactive IT support engagements, whilst introducing cyber security and service delivery management, with your marketing teams efforts to attract prospects and customers to your business. Also, to better serve the customers you already have. For example, by implementing technology that uses social media to listen to your customers or engaging with them to provide customer delight.
It’s the foundation for the idea that technology shouldn’t just be used to keep the lights on, or that it’s not enough to just attract people to your business, we have to continue to help, support, and empower customers well after they become a customer. That’s how your business grows – by keeping IT support, marketing, sales, and service constantly focused on how to help current and future customers. I call this the flywheel, and the philosophies of a solid IT strategy permeate and accelerate that flywheel – from Attract, to Engage, to Delight. helping your business grow faster, and better.
a comprehensive approach
A comprehensive IT strategy covers reactive IT support, proactive IT support, IT consulting, cyber security and service delivery management. A solid business technology platform will help you effectively reach more customers and realise your desired business outcomes. The goal is to digitally transform your business, attracting, engaging, and delighting customers to help your business create digital growth.
IT Support Strategy
When creating a comprehensive IT support strategy, it’s important to have a framework in place that identifies your desired business outcomes and then works backwards to identify what needs to happen and when. I have developed the unique Digital IQ® framework to do exactly that. We begin by completing a ‘Red Carpet’ on-boarding process, which is a fully managed handover from your previous IT Support provider, designed to mitigate risk and ensure smooth continued operations.
We simultaneously conduct a thorough Digital IQ® network discovery audit before creating a comprehensive Digital IQ® network documentation pack detailing every aspect of your critical technology infrastructure. We then conduct a Digital IQ® assessment designed to benchmark your current IT Operational Maturity with the Microsoft Operations Framework which is then used to write a comprehensive Digital IQ® Service Delivery Plan.
The next step is to conduct a network stabilisation project that creates a rock solid platform for your business operations and to integrate a complete Remote Monitoring and Management solution and Professional Services Automation solution that connects your business to the 24x7x365 Microsoft Network Operations Centre and Security Operations Centre. This provides round the clock support and security for your business.
Cyber Security Strategy
Once the Digital IQ® network discovery audit is complete and the Digital IQ® network documentation pack has been created, we introduce layer upon layer of cyber security designed to make your business impenetrable. We then assume the worst and that your business has been compromised before adding layer upon layer of cyber security, making it impossible for data to be removed from your business by an intruder. This is called Data Loss Prevention.
We then schedule continuous monitoring of all your devices and monitor for exceptions around the clock. Real time alerting is accompanied with daily and weekly reporting detailing the security posture and compliance of your business with regulatory and cyber security best practice.
Armed with a rock solid network and a comprehensive cyber security strategy, we next need to create a Digital IQ® service delivery plan designed to improve your IT operational maturity.
Service Delivery Strategy
The Digital IQ® Service Delivery Plan aims to reduce your businesses reliance on reactive IT support services and schedules the delivery of a series of targeted proactive IT support workshops designed to improve IT operational maturity. The result is that your business operates more smoothly and a rock solid technology platform frees up your team to focus on creating digital growth.
Targeted proactive IT support workshops include engagements such as incorporating thoughtful, well timed chatbots and surveys to assist, support, and request feedback from customers which is a great way to delight customers. Bots and surveys should be shared at specific points in time throughout the customer’s journey to ensure they make sense and are of value.
For example, chatbots may help current customers set up a new technique or tactic you’ve started offering that they’d like to take advantage of. Additionally, a satisfaction survey may be sent out a month after customers have purchased your product or service to get their feedback and review ideas for improvement.
A social media listening workshop is another important engagement when it comes to delighting customers. Social media followers may use one of your profiles to provide feedback, ask questions, or share their experience with your products or services. Respond to these interactions with information that helps, supports, and encourages followers – this shows you hear and care about them.
Your Digital IQ® Service Delivery Plan is then reviewed each month in a Monthly Service Review whereby we measure and report progress towards realising our desired business outcomes.
Lastly, the mark of a comprehensive IT strategy that’s focused on delighting customers is one that assists and supports customers in any situation, whether or not your business gets any value out of it. Remember, a delighted customer becomes a brand advocate and promoter, so handle all interactions, both big and small, with care. In summary, a rock solid IT support strategy is the first step of your digitally transformative journey, the next step is to…