ICT plays a leading role in every organization. Companies should, therefore, always be able to rely on their ICT, without restrictions or other hassles. Good service is consequently central to everything we do. Our service manager Wouter van Huis talks about what he does to offer our customers the very best experience so that they can take the next business step.
Knowledge is power
Our customers should always be able to count on the best possible service,” says Wouter. “An optimal customer experience is always my starting point, from advice to delivery of projects and handling of support requests. To know how we do, we measure the customer experience in various ways. That gives us a complete picture of our service level and shows us where we can still take steps if necessary—super value for our service.
Quality as a common goal
Customer experience is central to all processes within NDI. Wouter: “That is why I work intensively with all divisions within the company. Think of account managers, but also the service desk, change management and project managers. We have recorded all processes, including those relating to service, in a knowledge base. Every year we have these processes tested by means of an ISO27001 audit. As a result, our services are certified to international standards.
We ask our customers to be as critical as possible.
Always in contact with the customer
In practice, the service is measured by evaluating as many contact moments as possible. Personal contact is central to this. “I always ask customers for feedback after completion of projects and support requests,” Wouter explains. “We discuss the feedback internally, and follow-up actions are fed back to the customer. I also sit at the table with them every year. During these one-on-one conversations, I discuss how they experience our services, from initial contact with the account managers to delivery and preparation for management. I ask our customers to be as critical as possible so we can fine-tune our services in detail”.
Discuss, continue, optimize
Eventually, all collected feedback is converted into a Net Promoter Score (NPS), a business standard for measuring customer loyalty. “I share this score with people involved, within our organization,” says Wouter. “Based on the feedback, we may implement actions that further tighten up the service. This way of working enables us to make our services even more customer-oriented. After all, that’s what we’re doing it for”.
Personal approach more important than ever
Even in these turbulent times, personal service remains the common thread running through NDI’s processes. This is done flexibly and responsibly. Wouter: “For example, I now carry out evaluation moments by phone or e-mail. You can also automate that, but I think that is at the expense of the people-oriented approach. Especially now, it is important that you can be a personal point of contact for your client. That strengthens trust. That way, our customers can continue to rely on services that serve their organization”.
Want to know more?
Don’t settle for less, and also opt for personal attention and tailor-made solutions. We’d love to hear what we can do for you. Call us for an appointment on 088-088 43 00 or e-mail us at interesse@ndi.nl.