Develop an IT Strategy to Support Customer Service

The ever-changing customer service landscape demands a transformation in IT systems to meet evolving customer expectations. There is uncertainty about whether the current IT infrastructure can effectively support modern customer service channels and technologies. The relationship between Customer Service and IT is strained, with strategic system decisions being made without IT involvement, and IT only being engaged after purchase to address integration or issues as they arise. The approach taken is to model the desired future state using an ABPM-centric approach and assess the current state to identify gaps and sequential requirements. These requirements are then consolidated into logical IT initiatives to be included in a roadmap and strategy document. One challenge is the difficulty of mapping business processes down to task-based Level 5, depending on the organization’s maturity. The viability of the project is influenced by the collaboration and execution between IT and Customer Service. Poor collaboration and execution may further strain the relationship.