1. How to Optimize the
Internal Customer Experience
with Service Management

2. yes, they do exist!
Every employee is an internal customer
because everyone obtains services from
another department at some point.
Who Are Internal Customers?

3. Internal customers are typically a
captive audience. In most cases,
they can’t go anywhere else to get the
services they need.
But the quality of their experience
still matters.
The Internal Customer
Experience Does Matter

4. An optimized internal customer experience
will benefit your business by:
Reducing the Cost of Dissatisfaction
Improving Compliance & Process Adoption
Driving Out Inefficiencies
Increasing Employee Retention
1)
2)
3)
4)
Your Business Will Benefit

5. Given the business
benefits that can result
from optimizing the
internal customer
experience, the need to do
so should be clear.
What’s best way to
accomplish this?
How Can You Optimize the
Internal Customer Experience?

6. Enter Service Management
of organizations plan to apply
service management principles outside
of IT in 2015
are doing so to provide a better
customer experience
50%
67%
Source: “Service Management: Not Just for IT Anymore.” HDI and itSMF USA. October 2014.”

7. What is Service Management?
Service Management:
● Makes the service request
& delivery processes
consistent across all
departments
● Provides greater insight into
request status & estimated
completion time

8. How Can Service Management Help?
By improving consistency and insight into
service delivery, service management can help
improve the internal customer experience by:
● Increasing
productivity
● Enhancing
visibility
● Creating economies
of scale
● Improving service
quality

9. IT should lead the way for two reasons...
Start With IT
1) IT has the proper skills
and experience to do so
2) Service management can
reduce the burden on IT
How Can You Get Started
with Service Management?

10. Not only does improving the
internal customer experience
deliver business benefits
around cost, process
adoption, efficiency and
retention, but it can also keep
internal customers loyal.
The Quality of the Internal
Customer Experience Matters
Start reaping the benefits of an improved
internal customer experience by
introducing service management!

11. What else can you do to
improve the internal CX?
Download the White Paper
Innovating the Internal Customer Experience
with Service Management