For organisations who would like their IT customers to be more satisfied with IT

IT teams are often too busy with projects and operational concerns to dedicate the resources necessary to properly measuring and improving customer satisfaction. This often leads to IT being flat out and still unable to satisfy customers who only see the failures, e.g. requests that disappear into black holes, unplanned outages and poor communication.

Even when IT tries to adopt best practice processes, these initiatives frequently fail because the organisational change issues were ignored or underestimated.

This is where we come in. Using a modified version of the Net Promoter* methodology to understand customer perceptions (a far more effective and efficient method than traditional IT customer satisfaction surveys), and by comparing your Service Management processes to best practices such as ITIL v3, we will help you design and implement a service improvement program that will lead to measurable improvements in customer satisfaction.

We will work collaboratively with you and, depending on your budget, preferences and on the skills, experience and availability of your own staff, we will provide as much or as little help as you need to implement the service improvement program.

We also use the Net Promoter®* methodology to monitor the success of the program against your goals and refine the program accordingly.

Typical challenges faced by our clients include:

• Customers not satisfied with IT in general
• Not knowing how best to go about improving IT services
• Doing too much firefighting
• IT staff being too focused on the technology and not focused enough on the customer
• IT teams not working well together

Our fees are fixed, our time off-the-clock and our work guaranteed - we commit as much time as necessary to achieve your goals.

We have a solid track record of success. You can read what our clients say about us at www.silversix.com.au/testimonials.

If you’d like to discuss how we can help you achieve your goals, please contact us by clicking here www.silversix.com.au/contact.

*'Net Promoter' is a registered trademark of Satmetrix Systems, Incorporated, Bain & Company and Fred Reichheld.