10 Steps to Self Service

”Many organisations find it extremely difficult to dedicate time and effort to root cause analysis, as a result of firefighting and other priorities. I have worked in many industries for many years undertaking service management roles, and problem management is one of the biggest cogs and is sometimes over looked.” – Mark Dickinson Ultimately Mark’s

A better customer experience We have been talking to Barnardo’s Head of Service Management Mark Bassett to discover the key to their success with self-service. Firstly, we wanted to know what influenced Mark and his team to implement a self-service portal and how they prepared for the transition. “The driver for implementing self-service was to cut down the request calls which

by Mike Franchetti, SDI, Customer Insight Analyst Some time ago a documentary was doing the rounds looking into the alarming habits of one of Britain’s most obsessive ‘hoarders’. Not without sad moments, we were welcomed into a house stacked from floor to ceiling with belongings ranging from collectables, the unlikely-to-be-useful, and common everyday rubbish. The poor