News
Datix works with Help Desk Institute to improve customer service
20 March 2008
Datix Ltd has announced plans to improve its level of customer
service to its over 400 customers. These include over 75% of the UK’s National Health Service, major healthcare organisations
in Canada and some of the UK’s leading private healthcare providers.
To help ensure the project achieves its goals, Datix commissioned the
Help Desk Institute (HDI) to undertake a rigorous formal assessment of
its current customer service and support.
Daniel Hazan, General Manager of Datix, said: “Our objective is to
ensure a consistently excellent level of customer support, so we wanted
a professional evaluation of our service. Calling on HDI was an
imperative for the project. Quite simply, our aim is to scrutinise our
support services from the bottom up, to improve how we provide them and
to give our customers what they want.”
Datix is adopting ITIL (IT Infrastructure Library) best practices,
which are industry-accepted guidelines for customer service projects.
The company was eager for an objective view and expert advice on being a
top customer-oriented organisation, offering service excellence while
maintaining innovation as a software solutions provider.
Datix has launched a thorough service improvement project (SIP) which
will review many areas in its drive for excellence, including a review
of the support desk structure and resources. Other recommended changes
are the implementation of a new helpdesk system to support the entire
process.
Jo Cannon, Principal Consultant at the Help Desk Institute said:
“Datix has a strong desire to drive up service levels. As a market
leader, the company values its position and its customers. Working with
the HDI further illustrates the commitment to service excellence.”
Daniel Hazan concluded “This is a comprehensive review to attain the
service excellence levels our customers deserve. There will be an
all-round improvement in the level of our service and customers will
notice the benefits almost immediately.”
|