✅ Solutions used
Business France is a French governmental agency tasked with promoting inward investment into the French economy, and the development of French exporters throughout the world.
With thousands of employees across the globe, the IT Department faces a serious challenge keeping their users connected, able to do their jobs, and happy with the IT support they receive.
😭 The Problem
To monitor satisfaction levels for their services, the IT department created their own IT service management (ITSM) application in-house. Unfortunately, it was never able to deliver the results they needed, returning only a 0.01% response rate.
According to Jérémy Le Floch, IT Manager for Business France, their ITSM system proved very slow and lacked integration capabilities. Re-writing it would require resources they didn’t have and couldn’t afford. It was failing to provide visibility into the team’s successes or shortcomings, and their motivation levels were falling as a result.
🤔 Why Simplesat?
With an urgent need to understand their users’ experiences and measure their own performance, Jérémy and his team turned to Simplesat. They appreciated Simplesat’s quick setup and integration with their directory and ITSM tools. The real-time dashboard offered a very appealing way to monitor the CSAT data from their thousands of users across the globe. Finally, the one-click survey format was exactly what they needed to get useful feedback from their users with the least amount of time and effort.
💡 The Solution
For Business France, Simplesat was a quick and easy way to fix the issues with their in-house ITSM application. They were able to customize their survey questions, change them from English to French, integrate with their in-house ITSM tool, and send out their first surveys – all in under an hour.
🏆 The Results
As a result of their switch to Simplesat, the Business France IT Department is more engaged with their users and more confident about delivering successful outcomes. They are better able to understand their own performance and its impact on user experiences, and this has led to increased team motivation and user satisfaction.
With Simplesat in place, they have seen user engagement increase an astonishing 229,000%:
Just as importantly, Jérémy’s team has surpassed its own goal for user satisfaction:
Simplesat has enabled the Business France IT Department to measure what they are doing right, and where they need to do more. The team is delivering improved IT support to their users around the world, and a more positive environment for their members.
About Business France
Business France is a national agency headquartered in Paris, serving the internationalization of the French economy. It is responsible for the development of French exporters, as well as prospecting and welcoming international investments in France. Business France has 1,500 employees in 124 countries.