Product category:
Market research
News Release from: Confirmit | Subject: Enterprise Feedback Management (EFM)
Edited by the Marketingservicestalk Editorial
Team on 03 April 2008
Confirmit drives service improvement for
Serco
Serco Solutions has successfully implemented Confirmit EFM as part of its commitment to continuous service improvement.
Serco Solutions is the division of Serco responsible for IT-enabled transformation and service delivery in the public and private sector One of its biggest drivers is to ensure service excellence, delivering services that meet the needs of its customers and their customers
This article was originally published on Marketingservicestalk on 1 Apr 2008 at 8.00am (UK)
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Neil Laird, National Field Services Manager, Serco Solutions, said: "Our decision to invest in Confirmit was driven by our desire to measure our performance from a customer perspective.
"We wanted to be able to gather background data about agent performance and service quality and make decisions about staffing levels and the effectiveness of solutions provided based on real information, not assumption.
"We wanted to know what impact our services were having on our clients' business and how we could improve.
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"Most importantly, we wanted to gather feedback about individual or team performance in real-time so that we could respond to any issues immediately before they become a major problem.
"Confirmit has helped us to drive service improvement by helping us to measure Customer Perception Ratings (CPR) in a consistent, time-efficient and cost-effective manner".
Working alongside Remedy, an existing service management software tool, Confirmit can be directed to survey between 1 per cent and 100 per cent of end users following an event - whether it be completion of a task, regular maintenance, enquiries made to the help desk, or unexpected downtime, for example.
Surveys are sent overnight to reduce general system overload and have a general response rate of 33 per cent.
Managers are automatically alerted to very bad or very good CPR ratings and feedback about agents providing services at the frontline via an email alert so that the appropriate action can be taken immediately.
Trends about individual or team performance or repeated operational issues can be analysed either by the assigned Serco Solutions' client services director or by the client direct via Confirmit's online reporting facility, Reportal.
Laird explained: "As a service organisation, the quality of service we provide has a direct link to our reputation and that of our clients.
"Confirmit provides Serco Solutions with a direct link to end users across any client site.
"It provides us with the opportunity to respond to our customers' needs, without delay, which means we are in a much better position to deliver the best possible service.
"The ability to respond in real-time is an invaluable component of our continuous improvement programme".
Gary Schwartz, vice president of product marketing, Confirmit commented: "Serco Solutions' implementation of Confirmit is a sophisticated example of the business benefits that can be achieved through the use of event-driven surveys.
"The seamless integration of Confirmit with other business systems, such as Remedy, provides actionable feedback in real-time, ultimately leading to an enhanced decision making environment, based on real information about customer experience and business performance, not assumption.".
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