Client Engagement
When thinking about client engagement, the focus on our approach to customers. In service delivery, it’s easy to present statistics and metrics, but the real value lies in the depth of our engagement. The relationships we build and how we listen enable us to actively participate, share insights, and contribute meaningfully—essentially rolling up our sleeves and really getting involved to make a real difference.
Key areas of engagement value:
- Engagement through insight
Our close partnership with customers means we understand their business and their challenges. We often have unique insights into their data, along with observations and anecdotal information that can drive improvements. By sharing these insights proactively, we can enhance our customer’s experiences without needing to be asked. This approach also reinforces ongoing discussions and helps address the challenges customers may face. - Engagement through experience
Our diverse experience across various customers, industries, and organisational situations is a powerful asset. By sharing both successes and challenges, we demonstrate transparency and foster trust in our partnerships.For example, one of our new clients wanted to commit to continuous sprint activities in their service contract. After listening to their needs, we recognised that while they aspired to this, they weren’t quite ready. We recommended starting with an application support contract that met their current needs while allowing for future sprints. This experience guided them to a solution that worked for both parties, and we are now successfully delivering those sprints. - Engagement through skills
We leverage the skills of our team to further enhance client engagement. Our expert consultants understand our client’s challenges and are best placed to improve their business outcomes. Access to a broad spectrum of knowledge—whether it be product, customer, or user experience—enhances our relevance and value.
Hitachi Solutions have a very strong Lifetime Services team when it comes to skills and professionalism. In all engagements, whether with the business, other suppliers, or colleagues within DHSC IT, they conduct themselves as an extension of us. They provide expertise in areas where we need it most and, just as importantly, they identify when additional technical resources are required. From a service perspective, Hitachi Solutions have our trust to look after our systems.
Phil Thompson
Deputy Director of Technology Services
Ultimately, client engagement is more than just an activity; it’s a dynamic behaviour. Knowing that we provide the best service possible through insights, experience, and skills is fulfilling for both sides of the partnership. This diversity in client needs and engagement styles keeps my role interesting—no day is the same, and each client presents unique challenges. So, let’s roll up those sleeves and dive in!
