Customer experience (CX) and employee experience (EX) are two crucial aspects of any business that can make or break its success. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% more for their products and services. However, creating a positive and consistent customer experience and employee experience is not an easy task, especially in today’s technology-driven world where customers and employees have high expectations and multiple options.

Choosing the right IT partner is essential for any business that wants to enhance its CX and EX. The right IT partner can help the business design, implement, and manage the IT solutions that best suit its needs and goals. The right IT partner can also help the business leverage the latest technologies and best practices to optimize its performance and competitiveness.

In this article, we discuss how the right IT partner can help you enhance your customer and employee experience in four ways:

Simplify the login Process for Customers and Employees

One of the most common and frustrating pain points for customers and employees is having to log on to multiple platforms and applications to access the information and services they need. This not only wastes time and effort, but also increases the risk of forgetting passwords, losing data, and compromising security.

The right IT partner can help you simplify the login process for customers and employees by implementing a single sign-on (SSO) solution that allows them to access all the applications they need with one username and password. SSO can also enable multi-factor authentication (MFA) for enhanced security, without requiring users to re-authenticate every time they switch applications.

SSO can improve the CX and EX by reducing the friction and frustration of logging in, increasing the convenience and satisfaction of using the applications, and enhancing the trust and loyalty of the customers and employees.

Streamline the Workflows and Communication Channels

Another way that IT can affect the customers and employees is by facilitating or hindering the workflows and communication channels within and across the business units. If the IT systems are not well integrated, aligned, and coordinated, they can create silos, bottlenecks, and errors that can negatively impact the quality and speed of the service delivery, as well as the collaboration and engagement of the employees.

The right IT partner can help you streamline the workflows and communication channels by conducting an enterprise architecture or infrastructure assessment that can help you understand what applications you have, how they are connected, and what are the gaps and opportunities for improvement. The right IT partner can also help you implement and manage the IT solutions that can optimize the workflows and communication channels, such as cloud computing, business process automation, and unified communications.

Streamlining the workflows and communication channels can improve the CX and EX by increasing the efficiency and productivity of the business processes, reducing the errors and delays, and enhancing the collaboration and engagement of the employees.

Enable Remote Work and Collaboration

A third way that IT can influence the customer experience and employee experience is by enabling or limiting the remote work and collaboration capabilities of the business. Remote work and collaboration have become more prevalent and important in the wake of the COVID-19 pandemic, as they can offer benefits such as flexibility, cost savings, and resilience. However, remote work and collaboration also pose challenges such as connectivity, security, and governance.

An experienced IT partner can help you enable remote work and collaboration by providing and supporting the IT solutions that can allow your employees to work from anywhere, anytime, and on any device, such as Microsoft Intune, Microsoft Teams, and Microsoft 365. The right IT partner can also help you add a governance level to your IT solutions, such as policies, rules, and roles, that can ensure the security, compliance, and accountability of your remote workers.

Enabling remote work and collaboration can improve the CX and EX by expanding the talent pool and the customer base, improving the work-life balance and the customer satisfaction, and fostering the innovation and the differentiation of the business.

Improve the Security and Reliability of the IT systems

A fourth way that IT can impact the customer experience and employee experience is by ensuring or compromising the security and reliability of the IT systems. Security and reliability are essential for any business that wants to protect its data, reputation, and operations from cyberattacks, disasters, and disruptions. However, security and reliability are also challenging to achieve and maintain, as they require constant vigilance, updates, and backups.

An IT partner can help you improve the security and reliability of your IT systems by providing and maintaining the IT solutions that can prevent, detect, and respond to any threats or incidents, such as firewalls, antivirus, backup, and disaster recovery. The right IT partner can also help you monitor and measure the performance and availability of your IT systems, and provide proactive and reactive support and troubleshooting.

Improving the security and reliability of your IT systems can improve the CX and EX by safeguarding the data and the privacy of the customers and employees, ensuring the continuity and the quality of the service delivery, and building the confidence and the loyalty of the customers and employees.

How to Choose the Right IT Partner for Your Business?

Choosing the right IT partner for your business is a critical decision that can have a lasting impact on your customer experience (CX) and employee experience (EX). You need to consider several factors, such as the IT partner’s expertise, reputation, portfolio, pricing, and support. You also need to assess your own business needs, goals, and challenges, and find an IT partner that can align with them. You should look for an IT partner that can offer you customized, scalable, and innovative IT solutions that can enhance your CX and EX.

One IT partner that meets these criteria is Consilien, a company that provides managed IT, cloud, cybersecurity, compliance, and consulting services. Consilien has over 20 years of experience in helping businesses of all sizes and industries achieve their IT goals. Consilien has a proven track record of delivering high-quality IT solutions that are tailored to each client’s specific needs and budget. Consilien also offers 24/7 support and proactive monitoring to ensure your IT systems are always secure, stable, and scalable. Consilien can also help you minimize risk and work towards compliance and certification in various areas, such as PCI, NIST, and more. We can also help you recover your entire business within minutes in case of a critical IT failure due to ransomware, leaky pipes, power surge, or natural disaster with their backup disaster recovery service.

Conclusion

You can enhance your customer and employee experience with an experienced IT partner. Simplifying the login process, streamlining the workflows and communication channels, enabling remote work and collaboration, and improving the security and reliability of your IT systems are a few things that enhance the experience for everyone that your business touches. This can help you create a positive and consistent customer experience and employee experience that can boost your business performance and competitiveness.