[SERVICE STRATEGY & OPERATIONS]

Notice anything about the best service? The best service is service that you don’t know is there. The downside is that the paying client thinks that nothing is happening… For an ICT administrator this can be problematic: customers do not notice his “invisible” services and wonder what they are actually paying for. /LAB thought about this and developed an evidence-concept that enables ICT administrators to furnish proof of their services. With simple solutions such as itemizing maintenance, the administrator makes it known to the customer what he is doing behind the scenes. Previously, the administrator undertook the same service without specifically detailing it. However, the client feels better now that he knows what work is being done, and the result? He’s quite happy to pay for it.