Consequences of Broken Technology
We’re all end users of technology, whether as employees, customers, or clients. In many ways we are also consumers of the services or products that end-point solutions like laptops and mobile devices provide. In today’s all digital world – to remain competitive -- companies need to move at the speed of end user.
‘Consumerization of IT,’ a term you hear more in the headlines recently, is described by Gartner® as a new generation of end users entering the workforce that are creating “new expectations for their working environment, based on how they use technology in their personal lives.” Gartner states that “companies must deliver consumerized service models, incorporating wide technology choices.” But this is only half of the equation. Companies also need to minimize technology downtime and fix issues proactively.
Companies can’t afford to use slow, outdated technology. And customers need to interact with companies when, where and how they please. Recently we took an in-depth look at the larger impacts that tech downtime has on companies. Now, let’s expand that analysis to focus on the impacts of broken technology to the end user.
1. Loss of Time
Time is our most valuable commodity. And in a world where attention spans are decreasing with each passing generation, broken technology has become the most effective way to test our patience.
2. Loss of Productivity
Nowadays, being productive is just as important outside the office as it is inside those four walls. With the lines blurred between work and personal life, companies need to provide reliable, always-on, always available service – or risk having their customers switch to a competitor.
3. Poor Customer Experience
People have more patience for each other than they do for technology. Think about the way you feel when Siri™, Alexa™ or Google Home™ are unable to complete a request. A breakdown in technology undermines efforts to provide top customer service, and leaves your customers thinking about your competition.
4. Loss of Confidence
Like a successful cybersecurity breach, technology downtime – especially frequent downtime – lowers confidence. And as most hacked companies can tell you, a total lack of confidence in your business represents the kiss of death, especially in sectors where word of mouth via social media is everything.
Modern Managed Workplace Services
Recently, CompuCom Chief Digital Officer, Justin Mennen, discussed the need for companies to modernize with automation and artificial intelligence within managed workplace services to proactively identify and mitigate technology issues before they impact end users. This need to modernize is well highlighted in a recent Gartner study, which found that IT service providers reported a spike in demand for modernization services within the past 18 months. Gartner contends that modernizing is driving efforts to support greater digital enablement and more crucial aspects for improving technology in a manner that accommodates new digital plans and emerging solutions. In other words, companies need to learn how to move at the speed of their end users, or get left far behind in this new, digital economy.