an exchange of ideas , effective communication , and a sharing of the issues faced . Montoya adds : “ We need to bring teams together and make sure they will communicate and they will understand each other ’ s needs and how each team works together .” In addition , feedback was provided by the brand presidents and heads of different departments . “ They said the communication from IT needed improvement so I want to provide effective and open communication . I want to change our internal customers ’ perception of IT .”
The second part of Montoya ’ s communications program involves getting specifics of its main support users and stakeholders , so a series of focus groups have been arranged to tackle this issue . “ In the focus group we started to discuss the meaning of our customer experience metric , it is made up of six different individual measurable elements . Our initial rating was low , below 40 percent . We implemented an action plan against specifics from the focus group to ensure we responded to all feedback .
One way of addressing the perception of IT within Kering ’ s brands , was to work on the level of support offered , which was another of Montoya ’ s programs . He says : “ Support was not homogenous across the whole region . I would get really good service here in New York City but if I were to move somewhere else within the group , the service level would decrease drastically . So we introduced the new enhanced support model . We wanted to word it in a way that people understood that we were not completely getting rid of support but it was an enhanced model .” The success of this program is based on a personalized approach , bringing IT closer to Kering ’ s internal customers . Tata Consultancy Services , TCS , has been supporting Kering Americas with this program . Montoya explains : “ TCS has been instrumental in this transformation for me . It created and deployed different teams in the region , making a huge difference to the stores , which is where I wanted to first change the perception of IT . Now we offer three different languages – English , Spanish and Portuguese – so people who were not able to call
40 October 2016