A mega event was nearing and organisation was preparing with full thrust , recently developed marketing app to also be used in this event for first time , business was nervous about any issues , its usability , effective support . Constant pressure was built on manager of IT service provider who was supporting this app , every time he visisted his customers in IT/Business , people reminded him how crucial the upcoming event is , mails were started flowing highlighting the situation . IT team and managers were very confident knowing it was a very small app and they have some of the really best SMEs working with this customer for years , they are available and will handle any situation promptly , same was also informed to the the customer but panick continued ..
Support manager understood that emotions can be calmed by showing a structured plan , he sat down with team and developed a shift wise plan for the duration of the event , created a daily report template to be circulated , established escalation structure and wrote it down in the form of document , most of it was already in place as part of application support but team carved out a small support plan very specific to this application , same was submitted to to customer IT and business .
They could now see what all steps will be taken , who can be contacted in hour of crisis and above all thier vendor team is ready to stretch equally to make it a success , they are a stakeholder with written commitment in the form of a plan , emotions calmed down , all aspects were covered.
During event , support team adhered to the plan , there were no issue reported and yet they kept sending thier daily report template . For minor requests also resolution was provided in urgent manner . After successful finish of event Business team was deeply satisfied with IT support , large commendations followed with information on how beneficial new app was .
At times even though things are very obvious , we know that every thing is under control but same need to be communicated . In other times the simple communication may not work , we need to devise ways to comfort people , give them confidence and calm thier emotions.
Support manager understood that emotions can be calmed by showing a structured plan , he sat down with team and developed a shift wise plan for the duration of the event , created a daily report template to be circulated , established escalation structure and wrote it down in the form of document , most of it was already in place as part of application support but team carved out a small support plan very specific to this application , same was submitted to to customer IT and business .
They could now see what all steps will be taken , who can be contacted in hour of crisis and above all thier vendor team is ready to stretch equally to make it a success , they are a stakeholder with written commitment in the form of a plan , emotions calmed down , all aspects were covered.
During event , support team adhered to the plan , there were no issue reported and yet they kept sending thier daily report template . For minor requests also resolution was provided in urgent manner . After successful finish of event Business team was deeply satisfied with IT support , large commendations followed with information on how beneficial new app was .
At times even though things are very obvious , we know that every thing is under control but same need to be communicated . In other times the simple communication may not work , we need to devise ways to comfort people , give them confidence and calm thier emotions.
3 comments:
Ridiculous quest there. What occurred after? Thanks!
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