Significantly enhanced customer and technical experiences
This case study shows the improvement of service delivery after the relocation of the service from an internal provider to Pink Elephant. The case study relates to a retail customer with a very large sales force and focus.
The retail organisation was operating an internal IT support service, consisting of a multilingual team based in Hampshire, United Kingdom.
Pink Elephant was approached to assess the current state of this support service, as the general perception across the organisation was that it was not offering value in terms of supporting the user community.
Pink Elephant used a best practice benchmarking exercise to determine the underlying facts regarding the support service. The investigation also covered any associated skills, business processes and technologies.
Upon being awarded the contract, Pink Elephant began the development of a 12-month improvement project in order to address the gaps identified by the initial benchmark assessment. At the same time, recruitment of local management and technical staff commenced, with a clearly defined mandate of finding people who had the required native language abilities, the technical skills to resolve customer issues and, most importantly, had the right communication skills to ensure that the end to end customer experience was positive – irrespective of the assistance that could be offered.
The team was on board through an intensive induction, where Pink Elephant and the customer’s requirements were embedded, followed by a further month of training on the customer’s systems in association with their internal stakeholders. In addition to ITIL training, all staff received comprehensive SDI training, which focused on customer engagement and interaction skills.
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