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Tired of employees' complaints about ineffective, phone-based internal tech support, Intuit stole an idea from Apple's Genius Bars. Employees with computer problems now can walk up to a TechKnow Bar in the company's cafeterias and get personal help.
Some execs at the personal finance software company were skeptical of this approach for internal support. But the TechKnow Bar is saving about $1.4 million annually in IT-related costs and handles complex problems in a fraction of the time they were resolved remotely. Average resolution went from four hours to less than 30 minutes.
Employee surveys indicate the TechKnow Bars are working on the customer satisfaction front as well: "They're efficient, enthusiastic, highly responsive, and tremendously knowledgeable," one employee says. "I love these guys."
InformationWeek Tech Digest, Nov. 10, 2014Just 30% of respondents to our new survey say their companies are very or extremely effective at identifying critical data and analyzing it to make decisions, down from 42% in 2013. What gives?