Swedish WorkForce Management (WFM) and Telecom Expense Management (TEM) company Teleopti has been awarded a “coveted” 4 star Service Desk Certification maturity rating from the Service Desk Institute (SDI).
The company had held a 3 star certification since 2010. Teleopti’s service desk joins a select group of worldwide teams who have achieved a 4 star certification including those from Telefónica, Sodexo, tickets.com and Vocalink.
Performance spanning all concept criteria
Providing support to customers in over 70 countries, Teleopti’s multi-lingual service desk, situated in Sweden and China, was praised by SDI for “raising its performance across all concept criteria” during a period of rapid expansion in to new global markets.
The most notable areas of improvement were:
- certification concepts of processes,
- partnerships and resources,
- customer satisfaction and,
- social responsibility.
NOTE: The SDI’s SDC audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements.
Based around ITIL and ITSM frameworks, this certification evaluates companies in the following areas: incident and problem resolution; change and release management; service level management; availability and capacity management; configuration management; business continuity and financial management; knowledge management and customer relationship management.
“We are delighted to receive this recognition from SDI for the continuous investments in providing an exceptional level of support to our customers and partners. Closeness is an important company value and Service Desk is the corner stone in fulfilling this. In the annual customer survey, year after year, more than 9 out of 10 customers state they would recommend Teleopti as a vendor to other companies” says Olle Düring, CEO of Teleopti.
Service Desk Manager at Teleopti Maureen Lundgren expands upon Düring’s comments saying that increasing the firm’s Service Desk Certification maturity rating is the result of a company culture where the customer always comes first.
It is also down to a dedication to defining, refining and documenting roles, responsibilities and processes,” she said.
Howard Kendall, Master Auditor at SDI summarised by saying: “The 4 star Service Desk Certification rating is an excellent achievement and testament to the well-structured programme of continuous improvement that Teleopti has in place. Coupled with this, we have evidenced exceptional leadership and excellent communication to staff who in turn are consistently motivated and developed.”