The primary focus for our Business Relations Managers is to initiate communications with our existing customers and assist them in utilizing technology to achieve their business goals. They will assist customers in issue resolution, help determine their existing and future IT needs, serve as advocates for the customer within COT, and work internally to increase our employees' and contractors' knowledge of the need and means by which to improve service delivery and provide quality customer service. This level of interaction will assist COT in understanding our customers' 'pain points', as well as learning what strategic drivers we need to prepare for within the Commonwealth’s IT enterprise architecture to support their business. As our staff begin to understand the full range of functions and responsibilities of their customer agencies, they should utilize their analytical skills to serve as consultants to assist their assigned agencies to resolve business issues through the appropriate application of technology. We also will be reaching out to foster strong relationships with potential customers and explain the benefits of utilizing COT as a services provider, wherever appropriate.
Goals
- Promote improved communications and customer relations with existing and potential customers
- Promote customer loyalty
- Promote quality service delivery
- Raise awareness of 'the customer experience' to COT employees
- Market COT service offerings to existing and potential customers
- Promote the use of existing contracts where appropriate
- Look for opportunities for efficiencies via 'economies of scale' across agencies
- Promote awareness of Commonwealth IT architectural standards and practices with agencies
Customer Benefits
- Improve knowledge of COT Services and capabilities
- Improve communications including increased awareness/notification of issues
- Focal point for simplified interaction/escalation with COT
- External IT consultant to help analyze business problems and solutions
- Influence potential service offerings
COT Benefits
- Improve understanding of customer needs
- Improve customer satisfaction/retention
- Deliver proactive services
- Influence customer behavior
- Early involvement in agency IT initiatives
- Increase agency awareness of Enterprise Architecture, standards, and policies
Business Relations Managers