Scaling customer-centricity

Problem

A large technology function was struggling to drive customer-centricity at scale. The existing approach relied on lengthy deep-dive workshops, but this method proved inefficient, consuming too much time and resources while failing to reach a broad enough audience within the business. The need was to develop a scalable and efficient approach to embedding customer-centric practices within technical services.

Solution

Love IT was tasked with taking over the customer-centricity initiatives and immediately identified the need for a more efficient model. Through analyzing the internal value streams, Love IT recognized that the technical services provided within the business had multiple layers of customers, each dependent on the others. Love IT developed a maturity model for these technical services and integrated it into the ServiceNow platform, an IT service management tool widely used across the organization.

The solution involved creating user interfaces within ServiceNow that allowed technical service owners to capture key customer-centric information. By measuring these interactions and assigning maturity scores, Love IT was able to create a system that provided ongoing data about the effectiveness of these services from a customer perspective. The playbook and templates developed by Love IT provided a repeatable process that could be scaled across the business, driving greater customer value.