In the turbulent world of modern business, agile transformation is no longer just a passing trend, but rather an essential necessity. To keep pace with the constantly changing market conditions, it is no longer sufficient to excel in individual aspects. Customer demands are increasing at a rapid pace. This leads to heightened conflicting requirements, such as meeting high security standards versus enhancing innovation through shorter development cycles.
What currently challenges companies is called "ambidexterity." Ambidexterity is structurally the "bimanual action" of an organization. A company simultaneously masters the demands of operational business and the development of innovations. In terms of IT everyday life, this means finding a balance in serving and meeting the mutual customer requirements. Agility is crucial here to achieve sustainable change management. The desired identity of an agile company is high flexibility, better responsiveness, and strong customer orientation. While the path of agile transformation offers many advantages and potentials, customer support also faces specific challenges that need to be addressed.
Firstly, cross-departmental collaboration within the company presents one of the biggest challenges. While agility promotes self-organization and interdisciplinary collaboration, many questions remain unanswered:
These are questions that particularly challenge support on the path to a harmonious, agile transformation.
However, the decentralization of customer service that comes with agile transformation also presents another hurdle. This decentralization means that process governance lacks immediate insight into the organization of support teams. In a transformation, this responsibility lies with agile teams, operating autonomously and cross-functionally. Where training measures for employees or even micromanagement at the ticket level were previously controlled, today, self-organization, accountability, and creativity are the order of the day. Nevertheless, regulatory authorities, auditors, and reviewers—despite their fundamental agreement with the transformation—demand sustainable process control and sound process management.
It is up to each company to make customer support a part of this agile transformation. The journey is demanding, but the rewards for a well-positioned and agile support system are immense.
Sebastian Kohlhepp, Tribe Lead Customer Services focusing on processes and control, will present at the Innovation Day how his team has mastered the challenges of this transformation in customer support.
Are you ready for an in-depth look into the world of change? After an initial phase of euphoria and a subsequent downturn into the valley of tears, the team realized at the nadir of change that transformation without adequate control and monitoring is difficult to manage. As a result, various control and monitoring elements were implemented in customer support, serving as fundamental pillars supporting the newly designed agile support process and giving the entire transformation an impressive boost:
Are you ready to change the structure of your company? In his presentation at the Innovation Day of CCW 2024, Mr. Sebastian Kohlhepp navigates through the change in customer support with his experiences and tips. The future of agile transformation begins here and now. Become part of this process!
Tribe Lead Customer Services ITIL Processes and control | Atruvia AG
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