We managed to grab a quick word with ‘Best Large Enterprise Managed Service Provider 2019’ award finalists CAE Technology Services, where they let us in on their top tips to success…
What made you decide to enter the awards?
CAE embarked on the SDI Certification Journey in December 2017 with our initial audit. We found the process to be incredibly beneficial to us as an organisation. During this process we decided that entry into the Awards was a great way for us to further represent the true impact we’re making in the industry.
What part of the awards process did you enjoy the most?
Our favourite part of the process was the presentation and knowing that when called upon our customers were and are willing to promote CAE as true advocates.
In the last 12 months, what has been the most successful initiative your team has implemented to help your business improve its performance?
Three letters, SDC!
Achieving 3* Customer-led Certification in our first audit wasn’t just about getting a badge, it has truly changed the way we work.
What are your top 3 tips to make a service desk successful?
1. Ensure communication across the business and its customer’s is effective and as transparent as possible!
2. Don’t be afraid of change, we have made a number of big changes over the last 24 months that some may not have been willing to do, but trust us the hard work pays off.
3. Make sure you listen to your customers – your services cannot be built in an ‘off-the-shelf’ approach, be flexible and work with your customers to build the best solutions.
What one thing do you think really makes you stand out as a service organisation?
Listening to our customers, our services are not built with an ‘off-the-shelf’ approach, we’re flexible and work with our customers to build the best solutions for them.
How are you preparing to evolve your service desk over the next few years?
Diversifying our skills and vendor partnerships, allowing us to offer our customer a wider spectrum of services and solutions.
If you could choose any celebrity to work on your service desk, who would it be?
Iron Man, having a genius engineer would offer some very cool benefits for us in the world of Artificial Intelligence.
What does it mean to your team to be a finalist in the ‘Best Large Enterprise Managed Service Provider’ category?
For us it’s another way of confirming that we’re doing things well and that we should undoubtedly continue evolving them.
What advice would you give to anyone entering the awards next year?
Be prepared. This isn’t a walk in the park, you need to have your ducks in a row and be ready for a series of real tests. We loved it!