Client Management
Increase client satisfaction through better communication and collaboration
As an IT executive, you know that client satisfaction comes from, in great part, maintaining high levels of communication and understanding between IT and business units. To achieve this, you have to continually find more effective ways to communicate and collaborate with line-of-business (LOB) executives to determine how best to invest critical IT resources. Effective IT management also means providing your LOB clients with access to information about the work IT is doing for them, and measuring satisfaction with all the services delivered by IT.
The challenge comes somewhere between "client satisfaction" and "communication." To address the needs of the client and keep your lines of communication open and proactive, you need the best information available, in a timely fashion and in an easily usable format.
Communicate IT value
Compuware Changepoint offers valuable client management capabilities. From the basics of understanding key contacts within each client organization, to sophisticated client scorecards measuring satisfaction across all services offered by IT, the "client perspective" on the business is a powerful view. Changepoint supports client scorecards with survey analysis capabilities, and then allows you to easily view survey results in a graphic format. In this manner, Changepoint is a powerful tool enabling you to run the IT organization as a service business, and communicate IT's value to business peers via persuasive client scorecard metrics. Executives can leverage this information to communicate value back to their line of business colleagues, and to help set and guide objectives for their IT resources.
Demand on IT resources always exceeds supply; forward thinking organizations look for ways to allow the client to serve themselves, allowing the organization to focus on higher-return activities that require unique subject-matter expertise. Also, a client able to serve themself and obtain or submit relevant information when they need it is a more satisfied client.
Single point of contact for effective client management
Changepoint's web based client portal provides that "single point of contact" (SPOC) with IT. Clients can submit and track all types of demand for IT resources, access directories and view cross charges, and actively engage in their own projects with status reporting and collaborative project based team environments. IT benefits by automating routine communication with the client, and from having a single point of contact for collecting and assessing all the demand on IT.
Automated "self-service" for your IT clients
IT organizations reap long-lasting benefits from Changepoint's client management capabilities. By opening lines of communication with your customers through an easily accessible portal, you gain greater awareness of customer needs. Keeping IT projects aligned with business requirements requires less effort and your ability to respond to customer issues is optimized. Changepoint's automated "self-service" for customers seeking updated information on their projects means you spend less time responding to frequent requests for information. And because customers' perceptions of quality in IT can vary over time, Changepoint enables you to measure and respond to changing perceptions before they negatively impact a project.
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