Enhanced support at Yotta
Yotta has implemented a new approach to customer service and support. New working practices following ITIL accredited processes ensure every customer request is automatically directed to accredited frontline support staff where it is logged, using the latest cloud based IT Service Management solution, assigned and processed to resolution. Customer feedback is also being collated allowing Yotta to measure their performance and achieve the goal of continuous improvement. Yotta provides a range of products and services to support the management of essential asset information including highway surveys; and condition assessments, Mayrise management software for Street Lighting, Highways, Street Works and Waste and the highway asset management platform Horizons.
Nick Smee, CEO of Yotta, commented, “By aligning our staff training, working processes and supporting IT infrastructure with an internationally recognised and respected set of best practices we are reinforcing our commitment to our customers and our determination to provide the best possible support and service whenever it is required.”
“Whilst these new processes will ensure better transparency and measurement of the service levels provided to customers, a customer oriented approach will still be at the heart of all support. Whether taking calls or responding to emails, the same experienced team members will be on hand to give advice, now backed up with robust systems and processes,” continued Smee.
The first phase of Yotta’s Software Support Upgrade Programme included the accreditation of all front line support to the ITIL standard. ITIL (Information Technology Infrastructure Library) is the most widely adopted approach for IT Service Management in the world. It has been adopted by thousands of organisations worldwide, including NASA, the National Health Service (NHS), HSBC bank and Disney. Detailed in five core publications ITIL provides a systematic and professional approach to the management of IT services, enabling organisations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.
Yotta has also implemented new cloud based IT Service Management software from Zendesk. Each call or email received has a unique identification and case opened which is automatically categorised and prioritised and ownership assigned to a member of the Support Team. Ownership remains with that person who will enlist the help of other staff members or external consultants if required in order to provide a resolution to the issue. All correspondence relating to a case is logged including the recording of internal conversations and actions. Visibility of Support Cases throughout Yotta’s multi-site operation is possible through integration with the company’s CRM solution.
Taking Customer Service to the next level Yotta is also requesting Customer Thermometer information on all resolved issues. This allows for a measurement of Customer service performance against a benchmark standard and support’s Yotta’s aim of continuous improvement, another important part of the ITIL approach.