Over the past few years, there has been an increasing trend of digitalizing internal business processes. Organizations are generally of the idea that just adding digital tools and capabilities to replicate their workflows in a virtual realm would be sufficient to be a digitally-driven entity. What these businesses fail to realize is that they also need to ensure a seamless employee experience of their IT projects, so that the endeavour is well-received among internal teams. Only then can they unleash the full potential of technological innovation.
According to Sami Kallio—the renowned thought leader in the ITSM arena and CEO of HappySignals—before any decision is made on a project or service implementation, organizations must decide on the outcome. This outcome needs to be focused on how a new service or project can add value to the end-user and essentially the business.
This breaks the mould of using fixed service-level agreements (SLA), which traditionally focus on budgets, project delivery times or ticket resolution. Businesses now need to focus on the overall outcome and value of their internal IT projects, thus needing a new way of measurement metrics; the XLA (experience level agreements). XLA’s are an effective way of measuring employees’ experience with internal digital solutions and services.
Kallio, however, notes that many IT leaders are struggling to properly incorporate the philosophy of experience management and XLAs within their organizations. Luckily, that’s precisely where HappySignals help businesses focus on the employee experience of their IT tickets and incidents. With the company’s employee experience management platform, along with experience measurement tools, clients can take a more proactive step toward end-user and outcome centric IT operations.
Businesses can instantly integrate HappySignals’ employee experience management platform with their existing ITSM tool in a matter of minutes. HappySignals’ platform measures employee experience across IT and allows you to drill-down into reasons of why something is happening. As a result, organizations can gain real insight into why their end-users are unhappy with specific areas of IT; for example, why VPNs are affecting employees’ productivity negatively.
Our target is to help our clients change their organizational culture and be more end-users centric
“We make employee experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven,” enthuses Kallio. A company’s overall scores can be weighed against HappySignals’ Happiness Score™ Benchmark data, which includes three million end-user responses from over 130 countries. It, therefore, allows businesses to gauge and improve their employee experience at par industry standards.
In September 2020, HappySignals secured an investment of €4.7m. This investment underlines the belief that HappySignals is driving a change that others also believe in. Not only is the company offering customers support, but they are also aiming to educate and spark conversation in the ITSM arena through their frequent webinars and HappyToday podcast.
Moving ahead with such an all-round, holistic approach, HappySignals is now poised to drive employee experience further, helping their customers improve their reputation of IT.