Implementing a Human Centric IT Culture

“Beyond the product, I really also appreciate the relationship built with the HappySignals crew: Professional, available, knowledgeable, pleasant. It is really a refreshing experience.”
- Dominique Raphanel

bioMérieux, a family-run business, has always focused firmly on human values in its business mantra. Therefore, integrating and developing a human-centric IT was vital when planning and beginning their digital transformation journey over five years ago.

Fast forward to 2020, the HappySignals Experience Management Platform was introduced into bioMérieux’s IT stack. HappySignals is now used to benefit bioMérieux's end-users by enabling IT to focus on identifying continuous improvement areas, helping maintain and increase employee productivity levels.

bioMérieux has a diverse range of demographics amongst their end-users, ranging from “Baby Boomers” to “Gen Z”. When adopting HappySignals, internal communication played an important role as users needed to understand the importance of giving feedback. Just like politics, if you don’t vote, you won’t get a say, a message resonating with bioMérieux's end-users, resulting in a 20% increase in response rates.

HappySignals has become a vital tool for bioMérieux's IT stack, used for CI and understanding their end-users to a greater extent. bioMérieux now has a broader understanding of their end-users rating behaviour depending on their location.

BioMérieux can happily claim to integrate a Human-Centric IT culture five years after its digital transformation journey begins.

COMPANY

Industry: Healthcare & Pharmaceuticals
Employees: 12000
Service Desk: HCL
ITSM Platform: ServiceNow
HappySignals since: Jan 2020

Outcomes

Happiness

62

Before

80

After

+29%

Increase in happiness

Response Rates

25%

Before

45%

After

+80%

Increase

How HappySignals is used at bioMérieux

1. Experience data used to identify Improvement areas

Experience data is a key driver in identifying continuous improvement areas. bioMérieux can see where end-users are losing time and productivity in real-time.

2. Your voice matters

bioMérieux's internal communication prompts their end-users to actively take part in giving feedback. By doing so, not only have they managed to increase their response rates significantly, but they also have rich experience data at their fingertips.

3. Understanding voting behaviour

Thanks to the Global IT Experience Benchmark and Happiness Score data, bioMérieux can understand their end-users, to a greater extent, expectations regarding rating services and behaviour towards IT service.

4. Not finger-pointing, but sharing

Experience Data is shared amongst IT teams and vendors to create a common focus for IT. Within the company, there is no finger-pointing but sharing of information on areas and ways to develop and improve services to deliver a great experience to their end-users.

5. Maintaining a Human-Centric Culture

With the HappySignals Experience Management Platform, bioMérieux can think from their end-users' perspective thanks to the influx of experience data gathered.

Challenges overcome with HappySignals

bioMérieux began with HappySignals in early 2020 to transition to Experience Management and deliver their key target, making the end-user experience as great as possible.

The challenges that were identified before using HappySignals, and overcome with the help of the platform, were:

Increasing response rates and accessing tangible, fruitful data to help develop services
Identify key continuous improvement areas
Develop a human centric culture
Understanding the needs of their end-users

Tangible Benefits

Real-time Experience data enables bioMérieux to identify continual improvement areas

Delivers value instantly
Pinpoints end-user exact problem areas
Increase response rates
Track and trace IT changes
Understanding end-users and their ways of working

Biomerieux_benefits

How they got there

Experience Management enables bioMérieux to deliver IT services that keep its organization productive:

When integrating HappySignals into their IT stack, bioMérieux needed to use different internal communication methods to meet the needs of their diverse end-user demographics.
Encouraging their end-users to give feedback was a high priority. Once their end-users understood why it was so important, bioMérieux saw a steep increase in response rates.
Thinking from an end-users perspective has enabled bioMérieux to develop IT services that their end-users love.