The Information Technology Departments (IT) play a crucial role in transforming companies. Traditionally seen as the guardians of a company’s technology and security, IT departments are now called to become strategic partners with other business units within the company. To achieve this, it is imperative for IT departments to understand, respond to, and even anticipate the needs of employees, who are their “internal clients,” while providing a positive experience.
Offering a positive internal client experience:
The “internal client experience” refers to how employees perceive and interact with IT and digital services within their company. A positive experience translates to smooth use of tools and systems, responsive support in case of issues, and significant contributions to achieving business objectives.
⮕ According to a Gallup study, companies offering a positive internal client experience have a 59% higher employee retention rate.
To improve the employee experience, IT departments can leverage four different strategies:
- Understand their needs:
Internal clients, whether from marketing, finance, HR, or operations, depend on the solutions, services, and expert advice provided by IT to carry out their activities. Therefore, it is essential for IT departments to understand the challenges faced by these different departments and ensure that the solutions they provide effectively meet their specific needs.
- Transparent communication:
Clear and transparent communication about updates, issues, and planned solutions strengthens trust and collaboration between teams.
- Training and support:
To help employees feel confident in using technology, it is essential to provide adequate training on new tools and systems, as well as responsive support in case of problems.
- Culture of innovation:
Encouraging a culture of innovation within the IT department, where ideas are welcomed and innovative solutions, such as conversational AI, are explored, can also revolutionize the employee experience.
In summary, creating a positive employee/internal client experience is essential for IT departments to become strategic partners with other business units within the company. By understanding and anticipating their needs and offering tailored technological solutions, IT departments can significantly contribute to the overall success of the company.
At Talisker, as leaders of innovation within your company, take action now to shape a positive internal experience! We are ready to support you and inspire your change. Contact us to share your thoughts and experiences. The conversation starts here!
