How Can a Business Enhance End-User Experience Without Stretching Its Managed Services Budget?

Published On: October 12th, 20223 min read

We live in a world where business IT budgets, goals and objectives can shift and change. What can businesses do to keep end-users from being negatively impacted?

There’s a deceivingly simple answer to this question that executive teams and Managed Services providers can often forget: Listen to the end-users.

In practice, this means listening to complaints and addressing pain points as soon as possible.

It also means proactively seeking out end-users – surveying them, organizing work groups – so that they know they are valued even before pain points fester into outright infections. 

 

Understanding the End-Users

For many businesses and Managed Services providers, this is a paradigm shift. Executives bring on Managed Services providers, distribute a bunch of laptops or mobile devices, place bodies in the seats of call centers and typically must move on to the next item on their to-do list. Managed Services providers, meanwhile, often focus too much of their attention on pleasing the paying client – to the detriment of the end-users.

When businesses implement specific Managed Services solutions – say switching to a different cloud-based platform – they often do so in a vacuum with the assumption that the end user will benefit. In most cases, though, no one has run the solution by the end users to see what challenges the platform change might introduce or the effects it could have on their day-to-day work.

A proven way to enhance your end-user experience without stretching your budget is to involve groups of end-users before settling on a solution that may or may not impact them, while also providing insights on the problem that is being addressed.

At DMI, it is our goal to build that rapport with such groups of end-users – organizing work groups and taking the time to listen – so that we can understand their experience. We then provide our customers with suggestions that come out of those meetings.

Our customers ultimately decide whether to implement our recommendations, but we do our very best to put the end-user first and to address and find ways to solve common problems.

“I sometimes joke with our clients when talking with them about solutions and support,” said DMI’s DJ Oreb, President, Managed Services. “I say, ‘Look, at the end of the day, we are looking to try and solve problems that impact your constituents. Your feedback is valuable, but at the end of the day your end users’ feedback is more important.’ 

“What I mean by this is that if we can deliver a great Managed Services experience, then our executive contacts and POCs are not receiving feedback and escalations. So when we meet, we can collaborate and solve future challenges and continue to grow our partnership, evolving and adapting new things towards your business goals and objectives. However, if you are being bombarded constantly by end-users who are unhappy with the experience they’re getting, that makes your job ten times harder. So we tell them it is our job to make your job easier by really focusing on your end-users.”