1 minute: that’s the height of patience in the digital world. Beyond that, the user leaves. In other words, creating the perfect digital experience is a matter of survival for the company. Let’s review everything that digital performance implies on the business side: from measuring application performance and user experience to governance.
But let’s take things in order. In the first place, success depends on the internal customer, i.e. the teams whose task must be facilitated and to whom it is vital to give a common direction. What is this goal? The satisfaction of the final customer. The company must unite around this objective.
Internal governance
There is nothing like performance analysis to bring teams together. A company, especially an international one, is made up of a large number of people, spread over many countries with very different cultures and organized in silos, i.e. in skill blocks. If all these people communicate poorly, productivity suffers. It is therefore necessary to help them act effectively around a common direction. Performance analysis is a pragmatic approach that gives meaning to action.
The partnership we establish with our clients is based on this reality. We build a dialogue with all teams, whatever their scope and we speak the same language, that of technical performance and user experience. For us, performance is a mode of governance.
Performance analysis as a benchmark
Performance analysis, placing end-customer satisfaction at the heart of the objective, can bring together employees in different countries; they each have their own way of working, their own points of view (production, support, quality, development), their own skills (network, application, functional) and their own priorities to manage. Our managed service ensures that these collaborators can be focused on a common goal through reference values and a unified vision. The common direction is first and foremost the satisfaction (through IT performance) of internal and external customers.
Customer satisfaction as an axis of governance
If performance measurement is not sufficiently connected to end customer satisfaction, what happens? Measurements are taken randomly and in excessive numbers. Individually, they often say that everything is fine when the customer is really dissatisfied. These are performance measures, yes, but they are not a sufficient analysis. That’s why we’ve developed tools that can measure and aggregate a variety of data from many sources to produce a 360-degree reference view that gives teams a sense of purpose.
Our managed service, which we approach as a strong governance axis, is anchored in the users’ reality, the one that says if it works well or not. It allows us to identify the causes of potential dissatisfaction before they impact the business. Based on precise measurements of the network and relevant analyses of the user’s experience, we are able to align the different planets of the company, thus orchestrating a harmonious and efficient system.
- Frédéric Leteurtre, Director of Operations
