Computer Says "NO!" : Are We Becoming Robotic In The Way We Deliver Service - and Losing the 'Human Touch'?
April 16th, 2009 -- Service
industry annual survey finds that while process is important, it
takes the personal touch to deliver really great service.
This year's survey looked at how organisations create and sustain a workforce that understands internal and external customer needs and strives to create a better experience for them. It asked how technology can be used to drive excellence and prevent process stagnation. There were 266 respondents from across all industry sectors in the UK, responsible for delivery of services across their organisations.
The survey finds that while process such as ITIL is indispensable, too much process stifles customer service excellence. In fact, without the personal touch delivered by happy, well trained customer service personnel, process fails because it alone cannot deliver customer satisfaction. The survey shows that process aligned with the 'human touch' is widely regarded as the best way to provide service excellence, and is driving the interaction between service desk and users.
Aligning IT with business requirements is now regarded as a major factor in improving customer service, and is a goal for almost double the number of organisations compared to last year's survey.
Outsourcing service desks seems to be now very much in decline as 82% of respondents operate an in-house service/helpdesk. The main reasons cited for keeping the internal desks was in-house company expertise and a desire to maintain and build relationships with their customers.
As in previous years, IT continues to gain ground in the boardroom, with 68% of companies now with some representation from IT on the Board.
Attendees can register for the Service Desk and IT Support Show and the Breakfast Briefing at www.servicedeskshow.com
NOTES TO EDITORS
To attend the Breakfast Briefing for the SDI and Hornbill Systems’ annual Service Industry Survey and to debate the points included in the white paper ‘Computer says No!’ please contact Andreina West, PR Artistry to book your place:
01491 639500 or Andreina@pra-ltd.co.uk
About The Service Desk Institute
SDI is the new driving force for the ITSM and service desk industry with a vision of being recognised globally as the professional body that drives exceptional IT service and support. As the leading authority on Service Desk and IT support related issues, SDI will enable organisations to enhance the value of business and IT integration through exceptional IT service and support. SDI is responsible for setting global industry standards, delivering thought-leadership and knowledge, and influencing service improvement for individuals and organisations. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. Its members span numerous industries and include, Camelot, Kerry Foods, Rushmoor Borough Council, South Hams District Council, Arco Group, and Advantica.
Further information about SDI can be found at
Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworks applications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise. Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.