| IT Services
For IT Services, the customer satisfaction trends are moving in line with the
maturity of that market segment. Indian CIOs, today, are giving a lot of
importance to aspects like adherence to SLA/QoS, technical expertise, solution
orientation, responsiveness and availability, ability to deal with crisis, etc.
A good and wholesome post-sales experience is, therefore, a must. However, the
satisfaction for customers on this very count is the lowest among all the four
satisfaction parameters.
Among the areas where CIOs are particularly less satisfied are: adherence to
SLAs, turnaround capability, solution orientation, and routine checks by their
IT service provider. CMS, HCL Infosystems, HP, and IBM seem to be the most
afflicted by the SLA factor. Sales and marketing/pre-contract stage experience
has become the least important criterion for them this year.
 |
| Customer satisfaction in the IT
services landscape is reflective of the dynamic nature of the market itself.
As per the survey, there have been some significant upheavals, rises as well
as falls, with Sify, CMS, and HP being at the receiving end of the changing
satisfaction patterns of CIOs |
The overall satisfaction of IT services users of enterprises has increased by
1.6% due to increasing satisfaction on all the four satisfaction parameters. IT
services has witnessed the second highest growth this year.
Interestingly, two of the top three vendors from last yearWipro and HPhave
failed to make it to the top three. On the other hand, HCL Infosystems and Sify,
which had performed below the industry average in 2007, have shown above average
performance this year. CMS, Sify, and HCL Infosystems have witnessed the maximum
movement upward in terms of ranks. Sifys rank has improved from #6 in 2006 to
#3 due to satisfaction on parameters like ability to support multi location, SLA/QoS-related
commercial terms and adherence to QoS/SLA, geographical reach to provide
post-sales service, and availability of required spare parts (post-contract
stage experience) have been the major contributors in increased satisfaction
this year, while CMS has improved upon proactiveness, responsiveness, and reach.
 |
| Even though managing to make it to the number 5
position, the relative growth in CMS customer satisfaction score over the
last year has been the highest, thereby emerging as the dark horse not to be
ignored. On further analysis, we find that the satisfaction on aspects like
proactiveness of the service provider in understanding the specific
requirements (sales & marketing/pre contract stage), clarity of pricing
contract (price & commercial) and geographical reach to provide after sales
service and responsiveness and availability of service personnel
(post-contract stage experience) have been the major contributors in the
rise of satisfaction levels for CMS |
|
Customers lay a lot of stress on transparency and creativity
Sanjay Gupta, director,
Customer Support Operations, HCL Comnet |
What
initiatives have been undertaken by HCL Comnet to ensure customer
satisfaction?
This year we launched the CSAT Survey through the external agency, IMRB
International, to identify our critical improvement areas and proactively
initiate actions to better our services. Also, we organized periodic
customer meets across the country to educate our customers about the trends
in the latest IT infrastructure services domain.
 What
factors are becoming imperative to customer satisfaction in the IT services
market?
Customers lay a lot of premium on transparency and creativity. They want
to be continuously informed about what is happening inside their system and
in the outside world. Hence, they expect their vendor partners to be a mix
of consultants and executioners. Besides, technological competence and cost
competitiveness are crucial factors for customer satisfaction in the IT
services space.
What challenges do vendors face in India
when it comes to customer satisfaction?
Delivering customer expectations cost effectively and within stiff
deadlines are some of the challenges in the IT service delivery space.
During project implementation, customers also demand real time visibility on
the project phases and proactive alerting of any future roadblocks.
How are IT services models affecting
customer service?
There are two clear trends we are witnessing in India. Firstly, there is
a growing acceptance of the need for standardized processes in IT
operations, and with our experience in delivering globally renowned remote
management services, we are well poised to address this need in the most
cost-effective manner. Today, HCL Comnet is managing over a million devices
from its service centers, and such volumes can be effectively handled only
through standardized tools and processes. Secondly, customers increasingly
demand one SLA for the entire infrastructure (be it networks, data center or
applications), rather than a siloed approach. That is where HCL, again,
thanks to its breadth across the IT service spectrum, is well poised to
offer and manage a single SLA for the customer. |
 |
| The verdict of the survey for IT service
providers is to provide a better experience to their customers once the deal
is through, considering CIOs are not very satisfied with them on many
attributes. In effect, CIOs are looking for a more responsive service
provider with a solutions-based approach. In fact, the major areas of
concern leading to the drop in ranking of HP Services are related to
dissatisfaction on the counts of routine checks and preventive nature,
responsiveness and availability of service personnel |
Next Page : Laser Printers & MFDsPage(s) 1 2 3 4 5 6 7 8 9
|
Print
Comment
Email
Digg
Del.icio.us
Reddit
Twitter
