Confirmit drives service improvement program for Serco Solutions

[Pressbox]

Real-time alert system delivers actionable feedback

Confirmit (OSE:CONF), the world's leading provider of software for Market Research (MR) and Enterprise Feedback Management (EFM), is pleased to announce that Serco Solutions has successfully implemented Confirmit EFM as part of its commitment to continuous service improvement.

Serco Solutions is the division of Serco responsible for IT-enabled transformation and service delivery in the public and private sector. One of its biggest drivers is to ensure service excellence, delivering services that meet the needs of its customers and their customers on an ongoing basis.

Neil Laird, National Field Services Manager, Serco Solutions commented: “Our decision to invest in Confirmit was driven by our desire to measure our performance from a customer perspective. We wanted to be able to gather background data about agent performance and service quality and make decisions about staffing levels and the effectiveness of solutions provided based on real information, not assumption. We wanted to know what impact our services were having on our clients’ business and how we could improve. Most importantly, we wanted to gather feedback about individual or team performance in real-time so that we could respond to any issues immediately before they become a major problem. Confirmit has helped us to drive service improvement by helping us to measure Customer Perception Ratings (CPR) in a consistent, time efficient and cost effective manner.”

Working alongside Remedy, an existing service management software tool, Confirmit can be directed to survey between 1 percent and 100 percent of end users following an event – whether it be completion of a task, regular maintenance, enquiries made to the help desk, or unexpected downtime, for example. Surveys are sent overnight to reduce general system overload and have a general response rate of 33 percent. Managers are automatically alerted to very bad or very good CPR ratings and feedback about agents providing services at the frontline via an email alert so that the appropriate action can be taken immediately. Trends about individual or team performance or repeated operational issues can be analyzed either by the assigned Serco Solutions’ client services director or by the client direct via Confirmit’s online reporting facility, Reportal.

Laird explains: “As a service organization, the quality of service we provide has a direct link to our reputation and that of our clients. Confirmit provides Serco Solutions with a direct link to end users across any client site. It provides us with the opportunity to respond to our customers’ needs, without delay, which means we are in a much better position to deliver the best possible service. The ability to respond in real-time is an invaluable component of our continuous improvement programme.

Gary Schwartz, vice president of product marketing, Confirmit comments: “Serco Solutions’ implementation of Confirmit is a sophisticated example of the business benefits that can be achieved through the use of event-driven surveys. The seamless integration of Confirmit with other business systems, such as Remedy, provides actionable feedback in real-time, ultimately leading to an enhanced decision making environment, based on real information about customer experience and business performance, not assumption.”