Reduce Digital Friction — Make IT Easier to Use
We help organizations identify and remove the friction that slows people down when using IT — combining deep experience with data-driven insight and smart, practical tools.
Digital friction is rarely a single issue
It’s the result of how technology, processes and support come together in daily work.
Across industries, digital friction is increasingly recognized as one of the main barriers to productivity and effective IT adoption.
BePresent helps organizations understand digital friction in context, translate insight into focused improvement actions, and ensure those improvements actually stick.
Discover Our Value Services
Service Management
IT Services with Human Touch
We help organizations strengthen IT Service Management by combining human focus with process excellence.
We improve Service Desk performance through empathetic communication, clear expectations and proactive support, while optimizing ITSM processes with disciplined, deep PDCA-cycle implementation.
In addition, we help organizations set up and improve Knowledge Management and IT communication, enabling users and IT teams to work more effectively. Where relevant, we provide expert guidance on Supplier Management to better align vendors with business and service goals. The result is more effective operations, better user experiences, and IT services that genuinely support the business.
Experience Management
Identify Friction. Improve what matters.
We help organizations improve digital experience by making it measurable, actionable and business-relevant.
We design and implement Experience Management using personas, journey mapping and targeted feedback, supported by experience data that goes beyond traditional satisfaction scores.
By combining experience feedback, sentiment analysis and ITSM data in our Digital Experience Dashboard, we make digital friction visible and explainable across people, processes and technology. Based on these insights, we direct improvements where they matter most, using Experience Level Agreements (XLAs) and a clear Return on Experience (ROX) perspective to ensure focused investments and tangible business impact.
User Adoption
Turn Implementation into real Adoption
We help organizations achieve real adoption of IT solutions by putting people, usage and experience at the center of implementation.
Using our structured MoC4IT® approach, we co-create the adoption strategy, communication and training your users actually need — ensuring new solutions are understood, trusted and effectively used from day one.
We design practical adoption products that support users throughout the change, tailored to roles, context and daily work. We measure adoption and usage, identify friction points, and intervene with targeted improvements such as UI/UX optimization, clearer manuals, better IT support processes and more effective IT communication. If needed, we guide the implementation end-to-end and continue beyond go-live to drive lasting business value.
DID YOU KNOW
XLA's & SIAM Whitepaper
A whitepaper was recently launched on LinkedIn titled “How to Use the XLA Framework for the Measurement of Service Integration.” It is a practical guide for applying the XLA framework in a SIAM context. Follow the link to download your copy.
NEN 8038 Standard
XLA —Experience Level Agreement— is the new standard for truly customer-focused IT services. Since the introduction of the official NEN 8038 standard, XLA is no longer a buzzword but a professional, measurable method to put user experience at the center. We’ve listed some key aspects for you - take a look.
What's so hard about your Digital Transition?
This is probably one of the best explanations found on the web today. Have a look and imagine what Digital Transition projects mean to your organization. And what else than just new methods and tools is needed to make the changes work.
User Empathy is Key
When change projects ignore user perspectives, frustration grows and adoption stalls.
Change Support is Key
Lasting adoption requires communication, training, and hands-on support throughout the entire change journey.
Improving Digital Skills is Key
Assuming all users have the same digital expertise leads to confusion and resistance.
