In the run up to the SDI Awards 2022 gala dinner and prize-giving on 22 March, we’ve been asking our finalists about their experiences, reasons for entering and hopes for the future. Here’s the story from ReAssure:
Finalist – Best Service Desk CX 2022
What made you decide to enter the awards?
ReAssure is a customer obsessed organization, and the IT Service Desk have been working flat out to optimize the customer experience, after all the good work we did in 2020 and 2021 we wanted to share our journey with the world and see how we measure up with our competitors.
What part of the awards process did you enjoy the most?
The presentation was the most enjoyable part of the process, working with the team to condense our journey and achievements into a concise and interesting presentation was both challenging and rewarding as an exercise.
In the last 12 months, what has been the most successful initiative your team has implemented to help your business improve its performance?
Automation of more than 50 of our most requested catalog tasks, enabling us to provision access instantly to our customers and freeing up the team to help resolve incidents faster as they don’t have to split their time on manually completing requests.
What are your top 3 tips to make for successful service desk CX?
Once a month, try to experience your service as a customer, it’s easy to lose touch and get locked into seeing things from the other side.
Try to weave customer experience into everything you do, even the smallest improvement or change can be an opportunity to enhance the customer’s experience.
Listen to feedback, it’s more valuable than gold for a Service Desk, every comment is valid and an opportunity to improve.
What one thing do you think really makes you stand out as a service organization?
Our customer obsession is embedded in everything we do, our customer satisfaction score has been exemplary even throughout the pandemic period, where we were able to get the entire company to work from home before the lockdowns began.
How are you preparing to evolve your service desk over the next few years? Please share your most exciting plan with us!
Automation and technology continue to bring more opportunities to enhance the speed and convenience of our service. We are looking forward to integrating AI with our chat and service portal knowledge base to guide customers to the resources they need in the easiest and best way possible.
What does it mean to your team to be a finalist in the ‘Best Service Desk CX’ category?
It is a great achievement and validation of all the hard work we as a team have put in to caring for our customers.
What advice would you give to company’s entering the awards next year?
Be thorough and put the time in when writing your application.
What would you do to celebrate if your team won ‘Best Service Desk CX 2022’?
A well-earned fun day/evening followed by meal with the team, activity democratically decided by poll 😀
Find out more about this year’s Awards categories and watch the highlights from the last Awards ceremony for a taster of this incredible event and what it means to our community.
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