All field service organizations seek to improve customer satisfaction; however, in recent years more and more customers are demanding real-time information when working with an organization. Consider Domino’s Tracker application and television commercial, customers are demanding to know when their pizza will be delivered! The demand for greater transparency can be delivered through your field service organization. Digital transformation has become more fast-paced as service industries face unprecedented disruption in the form of competition, top management cost pressures, demands for quicker go-to-market strategies, as well as a skills shortage as aging workers leave the workforce. To improve customer satisfaction, service companies are having to rethink their business models entirely. But with so many complicated internal processes and businesses wound up in legacy software, what is the best approach? Bimodal IT may well be the answer.
What is bimodal IT?
Bimodal IT provides a way to support exploratory efforts to solve problems and improve customer satisfaction in new, agile ways that don’t interfere with staid operations.
According to Gartner Research, bimodal IT represents a style of work that combines agile with slow and predictable. It is:
The practice of managing two separate but coherent styles of work: one focused on predictability; the other on exploration. Mode 1 is optimized for areas that are more predictable and well-understood. It focuses on exploiting what is known, while renovating the legacy environment into a state that is fit for a digital world. Mode 2 is exploratory, experimenting to solve new problems and optimized for areas of uncertainty.
Where digital transformation is concerned, both modes play crucial roles in any effort to improve customer satisfaction. Bimodal programs can start with a certain hypothesis that IT teams test and adapt during a short, iterative process, potentially implementing a minimum viable product (MVP) approach. Both Mode 1 and Mode 2 can assist in the digital transformation for utilities by “marrying a more predictable evolution of products and technologies (Mode 1) with the new and innovative (Mode 2).”
Applying a Bimodal IT approach allows field service organizations to take a small part of their business and take more risks and experiment with it without incurring the expense necessary to change the legacy systems. Since bimodal IT shortens timelines, focuses on a small function and shows results quicker, some of these smaller ‘experiments’ can then grow into full-fledged businesses.
The top three considerations for a successful Bimodal strategy to improve customer satisfaction are:
- Have a vision
- Cater to conflicting priorities
- Look for experienced assistance
Have a vision
Bimodal IT is not an excuse to introduce isolated initiatives that are stand-alone and difficult to maintain, support and integrate into technology operations. Any visionary will tell you, you need a plan. Understanding a future state intention to improve customer satisfaction and coming up with a directed path to achieve that state is still required. The concept of minimum viable product (MVP) applies not only to an individual initiative, but also to what Diabsolut FSM terms, your Roadmap…
Cater to conflicting priorities
If you’ve spent the last years, or perhaps decades, catering to your staid operations and all the while neglecting your customers’ increased expectations, Bimodal IT is a perfect opportunity to allocate time, funds, and planning to get customers what they need. Removing the major conflicting priorities between customer needs and operations can help you move forward and improve customer satisfaction quickly. This concept applies to any group within the context of your organization’s roadmap.
Diabsolut FSM offers both a mobility platform (ClickMobile, our flagship offering) and a customer engagement module to help focus on those needs. Beyond that, marrying the field service worker’s mobility tools with the customer’s iPhone/Android apps yields even greater benefits to your organization through:
- Higher CSAT scores
- Point-of-Sale opportunities
- Increased revenue
- Greater customer retention
Look for experienced assistance
At Diabsolut FSM, we specialize in building Roadmaps and we have helped dozens of companies come up with their Roadmap and helped them implement process and technology to improve customer satisfaction and run more efficient operations.
As many field service organizations work their way through the digital transformation, Bimodal IT provides a way of operating smaller and moving faster to get things done.