Defining the value of technology teams
This post was originally published on May 18, 2018, and updated on February 7, 2019.
Technology teams are a lot more than just the service technicians working with your customers. Technology teams are formed to deliver a unique set of solutions and services. Every technology team in your organization is made up of a combination of people that account for every step of the customer journey. Sales, finance, even marketing—they’re all a part of your technology teams and manage different interactions with your customers, making your customers’ lives a little easier and helping you stay ahead of technology.
Within one company, multiple technology teams will work together to form a resilient Technology Organization. Depending on the different services your organization offers, you could have multiple technology teams that manage different practice areas (a few examples of practice areas can be found on the Technology Teams Worksheet).
Now that you know more about what technology teams are, how do you build value with technology teams?
As a business with your sights set on current and future success, you have to find ways to build resiliency into your business. A key way to do this is by creating multiple technology teams to continuously increase diversity and build value in the services you offer to your clients.
For example, if you decide to start offering managed security services, you will want to ensure you have a technology team that has the capabilities to offer your customers the support they need. You will likely have members of this new technology team who come from existing teams (your finance team, for example), but will want to ensure your service technicians are skilled to handle the needs of their specific markets. The more you can do to cover your clients’ diversifying needs, now and into the future, the more you’ll be able to serve the needs of your current customers and attract new ones.
So why not just have one big team in your company, with every resource managing all of the information they need for each customer’s request? Every technology team is going to have a unique approach to solving customer problems, whether in sales, services or billing, and you’ll want to have people dedicated to making sure those unique approaches are supported. Instead of overwhelming your team with the heavy load of understanding everything about every one of your customers, by creating specialized teams within your organization, each technology team can take a specific approach to handling the needs of each market.
No one can be a master of everything, so allow your technology teams to focus only on expertise in their specific area. By dividing your business efforts to focus on each specific technology team, you’ll be more efficient, your team will feel more in control, and your customers will feel like you really understand their needs.
Take the lead
Once your technology teams are leading the way in meeting your customers’ varied—and growing—needs, they’ll be responsible for guiding your customers through every part of the customer journey.
Mastering each step of the customer journey for each technology team enables them to provide excellent customer service, laying the groundwork for long-term relationships that keep your customers happy and loyal.
Where to start
Fortunately, you’re probably already doing this without realizing it. Do you have a list of services you offer? Those probably line up pretty nicely to some of the technology teams already. Now you’ll just need to conduct a gap analysis to find out what you’ve got covered and what still needs to have resources put toward it.
A gap analysis looks at your current performance to help you pinpoint the difference between your current and ideal states of business. Get started by answering these three deceptively simple questions with input from your team:
Where are we now?
Where do we want to be?
How do we get there (close the gap)?
Keep working toward full coverage for every technology team your customers are looking for, and seeing every client through the steps of the customer journey, and before long, you’ll be meeting and exceeding your business goals.