Blog

Install, Move, Add, Change (IMAC): 5 Steps to Better Employee Experiences

Aug 26, 2020 8:00:00 AM

In the past few months, companies have had to transform the way they function. Many employees now work from home, connected to operations electronically. That raises the bar on employee technologies.

At the same time, many customers are curtailing purchases, hampering revenues across industries. That means cost-saving productivity is paramount.

That’s why essential IT activities like IMAC are increasingly strategic. With that in mind, here are five steps for optimizing IMAC to lower IT costs, increase productivity, and improve employee satisfaction.

  1. Deploy the right technology.

IMAC isn’t so much about the technology. It’s about meeting the user’s needs.

How do you identify the right technology? Find the least technical people in your company and make sure the technology is working for them. If it works for them, then it will work for the rest of your teams.

After all, the most important role of technology is to make people’s jobs easier. If their jobs are easier, they’ll be more effective. They’ll be focused on why they’re doing the work, not on how it’s getting done.

  1. Field the right IT staff.

The secret sauce of effective IMAC is the IT team doing the work. That starts with having the right people in the right roles. Techs need to be enthusiastic about what they’re doing. If a technician is an Apple devotee, don’t assign her to install PCs, because her heart won’t be in it.

Just as important, make sure the team has the right training. The more knowledgeable techs are, the more confident they’ll be, and the more rewarding it will be for them to interact with users. That will result in better employee experiences.

Think about it. If someone asks you about a topic you know a lot about, you’re very happy to engage with them. But if they ask you about something you’re not familiar with, you feel bad that you don’t know the answer. It’s the same for IMAC techs. Give them the knowledge they need, and they’ll be happier – and so will your users.

  1. Optimize for speed.

Even a company using poor methodologies can get IMAC done. But best-practices approaches are far more effective – in part because they result in faster IMAC processes.

Faster installations and changes result in better experiences for users and IT staff alike. Users can get back to their work more quickly. IT staffs feel more productive.

For example, installing a Windows 10 laptop can take one hour, or it can take three hours. Which do you think your users want? Which do you think your techs want?

  1. Understand your users.

Effective IMAC methodologies begin with understanding what users need and how they work. Let’s say a user requests a change. Before the technician makes the change, she needs to understand why the user wants it.

For example, the user might say he needs a faster laptop or more sophisticated software. But he might simply have so many processes running that his laptop isn’t performing optimally. Or he might not fully understand how to use the software he already has. If the technician better understands the user’s needs, she can suggest the best solution.

  1. Target better employee experiences.

Finally, effective IMAC should result in improved employee experiences. Users are most aware of technology when it’s not working. And their job isn’t to know technology. It’s to be accountants or salespeople or logistics experts.

The goal of IMAC, then, should be to flexibly and cost-effectively provide users with technology that lets them focus on running your business and serving your customers. Ultimately, you want users not to be aware of technology at all. That’s when you know you’re delivering positive employee experiences.

Learn more about how to optimize IMAC.

pivot_Hank_Fussell-3344

 

 

 

Hank Fussell is vice president of Deployment Services for Pivot.