On 27th February, we attended the ITSX Summit at Dynamic Earth in Edinburgh, where IT leaders and experts gathered to discuss the future of IT service delivery. One key theme that resonated throughout the sessions was clear: customer experience is everything.
Discussions in the breakout sessions reinforced what we've always believed: IT support isn’t just about resolving technical issues, it's about creating positive, seamless experiences for users. Whether it’s reducing time lost in back-and-forth conversations or providing empathetic service, the message was loud and clear: experience trumps service alone.
This blog draws on the insights and expertise shared by attendees at the event, and a huge thank you to everyone whose perspectives helped shape it. It was fantastic to be surrounded by so many thought leaders and experts, all working to elevate IT support and enhance the overall customer experience.
Many IT service desks focus on resolution times, closed tickets, and meeting SLAs; but does that guarantee a great customer experience? Not always. The real question is: how do people feel when they interact with IT?
On paper, IT teams might appear to be hitting all the right targets—tickets closed, issues resolved. But if employees still feel frustrated, ignored, or like they've wasted valuable time battling tech issues, the experience isn’t as great as it seems. This disconnect, where everything looks good on reports but beneath the surface users are unhappy, is known as the "Watermelon Effect." The term comes from the idea that a watermelon looks perfect and green on the outside, but when you cut it open, it’s red and messy inside. Similarly, IT performance metrics may look healthy, but if the user experience isn’t positive, there’s an underlying problem.
The key to solving this? Measure the right things. You need to understand about how people feel before, during, and after their IT interactions. Sentiment analysis is emerging as a game-changer in the industry, with many IT teams using it to track whether users leave the interaction happier than when they began.
Traditionally, IT has been viewed as a technical function. But in reality, IT teams are frontline customer service representatives. Empathy, active listening, and clear communication make a huge difference. Many IT service desks are now training their teams in customer service skills, not just troubleshooting. Because let’s face it, nobody wants to deal with a blunt, impersonal response when they’re already frustrated.
Every time an employee is stuck on hold with IT or dealing with a recurring tech issue, their productivity takes a hit. The question isn’t just "Was the issue fixed?" but "How much time did the user lose in the process?" If the answer is "too much," it’s time to rethink how IT operates. Ensuring support is proactive, and that there are self-service options and smarter ticketing systems can help minimise lost time.
Good IT support directly impacts business success. Here’s why investing in IT experience pays off:
We understand that IT support is about more than just fixing issues; it's about creating an experience that’s seamless, proactive, and user-friendly, ensuring our customers' success at every step.
We track and manage all incidents, service requests, problems, and changes within Sunrise ITSM, following ITIL best practices. Every member of our service desk team is ITIL trained and certified, which helps us provide industry-standard support. Whether you prefer to reach us by phone, email, or our self-service portal, we’re always available in the way that suits you best.
Our self-service portal is more than just a place to log issues. It’s a comprehensive resource hub, offering videos and user guides that empower our customers to get the most out of their Sunrise solution.
We don’t just measure service levels; we actively seek feedback after every Incident and Request to ensure we’re continuously improving our services. Our customers consistently rate our service highly, with an average satisfaction score of 97%. Here’s what they have to say:
“Fantastic assistance from your analyst! Not only did he create a document with specific advice related to my request but also assisted with a follow up query, all in a very short space of time.”
“Really good service as always. Fixing this change will save my team loads of time in the long run, so thank you all!”
Find out more about Sunrise IT Service Management here.
If you’re looking to transform IT support into a driver of customer satisfaction, here are some key steps:
Great IT support isn’t just about fixing problems; it’s about creating a seamless, positive, and productive experience for users. By focusing on sentiment, training IT teams in customer service, and proactively gathering feedback, organisations can turn IT support into a competitive advantage.
Attending the ITSX Summit reinforced just how vital customer experience is in IT support. The event brought together industry leaders to share best practices, discuss new innovations, and highlight the changing expectations of IT users. We’re proud to be part of these conversations and to apply these insights to the service we provide to our customers, as well as our own teams.
At Sunrise, we’re committed to delivering the best possible experience. And with a 97% customer satisfaction score, we know that great IT support makes a difference. Because when people are happy, they’re productive, and that’s a win for everyone.
Ready to transform your IT support and enhance your customer experience? Discover how Sunrise can help you deliver exceptional service that makes a real difference. Get in touch with us today!