Transforming Employee Technology Experience with Qualtrics
In the modern workplace, employees depend greatly on technology for optimal performance, but frequently encounter challenges such as slow support resolution, inadequate training, and ill-suited tools. These challenges can lead to frustration, reduce efficiency, and hinder business growth.
Infosys, partnering with Qualtrics, presents a comprehensive suite of solutions designed to elevate your employee technology experience and maximize its latent capabilities.
Our Offerings
1. Internal Support Quality:
Targeted Qulatrics surveys help you gain deep insights into your internal IT support quality, identify pain points, measure resolution times, and track employee satisfaction with support interactions.
Key Challenges
- Limited Visibility: Difficulty in accurately measuring the quality and effectiveness of internal IT support services.
- Unidentified Pain Points: Lack of awareness regarding specific issues employees face when engaging with IT support.
- Unclear Resolution Times: Inconsistent response and resolution times for support tickets, leading to employee frustration.
- Subjective Feedback: Reliance on anecdotal feedback, complicating trend identification and improvement prioritization.
- Disengaged Employees: Low employee satisfaction with support interactions, impacting morale and productivity.
Business Benefits
- Boost employee satisfaction and engagement through enhanced support experiences.
- Increase IT team efficiency and effectiveness by identifying key improvement areas via data-driven insights.
- Foster improved communication and collaboration between employees and IT support teams.
2. Technology Assessment
Conduct comprehensive evaluations of your technology landscape to understand its strengths, weaknesses, and alignment with business goals. Assess user adoption, identify skill gaps, and gauge the overall efficacy of your tech tools.
Key Challenges
- Limited Understanding: Difficulty in obtaining a clear picture of your current technology landscape, its capabilities, and limitations.
- Misalignment with Business Goals: Uncertainty about how well existing technologies support your evolving business goals.
- Low User Adoption: Challenges in encouraging employees to fully utilize available technology tools.
- Hidden Skill Gaps: Difficulty identifying areas where employees lack the necessary skills to effectively use your technology stack.
- Unmeasured Effectiveness: Inability to quantify the true impact and return on investment (ROI) of existing technology solutions.
- Data Fragmentation: Siloed data across different systems making it difficult to get a holistic view of technology performance.
Business Benefits
- Make informed decisions about technology investments based on data-driven insights.
- Optimize your technology stack for maximum usability and productivity.
- Empower employees with the right tools and training to perform their best.
3. Technology Transformation
Support successful technology transformations with Qualtrics' change management tools. Guide employees through transitions, provide ongoing feedback, and measure adoption rates to ensure seamless integration and maximize returns.
Key Challenges
- Employee Resistance: Difficulty overcoming employee apprehension and fear of change during the transition to new technologies.
- Communication Gaps: Ineffective communication about the purpose, benefits, and timeline of the technology transformation.
- Inadequate Training: Lack of proper training programs to equip employees with the skills and knowledge needed to use the new technology effectively.
- Unclear User Adoption: Difficulty measuring and tracking employee adoption rates of the new technology, hindering a smooth transition.
- Limited Feedback Mechanisms: Absence of effective channels for employees to provide feedback on their experience with the new technology.
- Disrupted Workflows: Difficulty adapting existing workflows and processes to the new technology, leading to productivity dips.
- Unforeseen Challenges: Unanticipated technical or logistical hurdles that can delay or derail the transformation process.
Business Benefits
- Minimize disruption and resistance during technology transitions.
- adoption and Increase employee utilization of new technologies.
- Achieve faster ROI on technology investments by ensuring successful implementation.
Advisory Services
Our team of XM specialists brings a comprehensive approach to IT optimization using Qualtrics. Here's how we can help:
- Our certified professionals design targeted Qualtrics surveys and feedback mechanisms tailored to your specific needs across internal support, technology assessment, and change management initiatives.
- We leverage these surveys to gather user experience data and assess technology adoption rates.
- Our Qualtrics-certified XM Advisors analyze the collected data to identify root causes of support issues and areas for improvement in technology landscape and user adoption.
- We translate insights into actionable recommendations for optimizing your IT environment and implementing new technologies.
- Based on our analysis, we create clear roadmaps for optimization, outlining specific actions and timelines for improvement.
- We develop customized Qualtrics dashboards to monitor progress, track key metrics against service level agreements (SLAs), and measure the impact of changes.
- We craft compelling presentations summarizing findings and recommendations, empowering you to effectively communicate them to leadership.
- Throughout the process, we provide ongoing support to ensure leadership stays informed and actively involved in the optimization journey.
Implementation Services
Our team of experts delivers a comprehensive suite of implementation services to unlock the full potential of Qualtrics for your IT environment:
- We craft targeted Qualtrics surveys aligned with your specific needs, capturing valuable feedback on internal support, user experience, and technology adoption.
- We leverage our expertise to deploy these surveys effectively, ensuring a high response rate.
- We develop compelling and interactive Qualtrics dashboards to visualize key metrics and trends across different areas.
- These dashboards will allow you to easily monitor service level agreements (SLAs), user satisfaction, and the impact of changes.
- We configure closed-loop systems within Qualtrics to ensure timely resolution of support issues and improve the overall employee experience.
- We establish seamless integrations between Qualtrics and your existing IT ticketing or service management systems, streamlining data flow and automating workflows.
- Additionally, we integrate Qualtrics with your other relevant IT applications, bringing operational data into the platform for a holistic view.
By partnering with Infosys and Qualtrics, organizations can:
- Gain deep insights: Identify pain points in internal support quality, assess user adoption of new technologies, and measure employee satisfaction through targeted surveys and feedback mechanisms.
- Make data-driven decisions: Utilize insights to optimize your technology stack, ensure successful technology transformations, and empower employees with the right tools and training based on their needs.
- Drive positive business outcomes: Achieve significant improvements in employee engagement, productivity, and innovation through our comprehensive ETX solutions.
ETX for IT users
Deliver Exceptional Technology Experiences For IT Users - With Infosys & Qualtrics Platform
PROGRAM TRANSFORMATIONS
Ensure your NEW IMPLEMENTATIONS are successful and truly meets employee needs
- SAP S4 Implementation
- Microsoft Suite
- Salesforce CRM
- HRIS Implementation
SUPPORT QUALITY & HAPPINESS
Improve QUALITY and Perception of your Support or Application Managed Services
- End-to-End Support Loop (Ticketing + Feedback Workflow)
- Self-Service / Knowledge Base (Mobile, Web)
- IT Help Desk (E-mail, Call, Chat)
- Non-IT Support Center
OVERALL TECHNOLOGY EXPERIENCES
Optimize technology experiences by understanding employee satisfaction with overall IT ecosystem
- Holistic Tech Assessment
- Application Deep Dive
- Ad Hoc Tech Assessment
- Partner Assessments
Qualtrics Feedback Collection
Qualtrics can be used to collect feedback from various systems, below are some examples
