Creating data-driven planning

Problem

A global technology leader was facing difficulties in applying customer-centric product management practices to internal systems and platforms. Unlike consumer-facing products, these internal services lacked clear definitions of their customer base, and the organisation struggled to prioritise resources based on actual customer needs. The challenge was to map out these internal services and identify key customer groups to enable better decision-making.

Solution

Love IT conducted a comprehensive mapping exercise, working with the senior leadership team to identify the internal customer groups served by various technical services. This involved workshops with key stakeholders to determine which services were being offered, who was consuming them, and how these services were being measured in terms of customer satisfaction. Love IT then consolidated this data to create a detailed picture of customer groups and the services they relied on.

This mapping exercise allowed the organization to move away from a siloed approach to service delivery and adopt a customer-centric lens. By understanding which customer groups were using which services, Love IT provided the leadership with actionable insights that could be used to prioritize resources and improve service delivery.

Impact

The data collected during the mapping exercise has transformed how the organisation approaches decision-making. By providing objective data about customer needs, Love IT empowered the leadership team to engage in more strategic conversations with the business about service priorities. This customer-centric approach has provided the organisation with a clear path to more efficient resource allocation and improved internal service delivery. The initiative has set the foundation for long-term improvements in how the organisation manages its internal technical services.