In the run up to the SDI Awards 2022 gala dinner and prize-giving on 22 March, we’ve been asking our finalists about their experiences, reasons for entering and hopes for the future. Here’s the story from Reckitt:
Finalist – Best Service Improvement Project 2022
What made you decide to enter the awards?
We are proud of what we have achieved due to the service desk transformation, and it would only have been apt and a great opportunity to be able to present this at a prestigious platform like SDI. Our team has worked hard and entering the awards gave us an opportunity to acknowledge their contribution and provide them a platform to share their accomplishment with the world.
What part of the awards process did you enjoy the most?
It would be difficult to pick a stage. Right from taking the decision to participate, to being here, every step has been a remarkable experience.
The excitement that ensued from the decision to participate in the world class awards, to drafting our nominations, the thrill of receiving our letter of being shortlisted, presenting to the Judges and finally the pride of making it to the finale – it has all been exhilarating journey.
In the last 12 months, what has been the most successful initiative your team has implemented to help your business improve its performance?
Shifting the gear from SLA to XLA, Automation and persona management to govern the user experience and sustaining the performance month-on-month has been a monumental achievement in times of crisis such as Covid19. We have achieved 51% increase in NPS scores, zero service levels missed and productivity improvement of over 20%.
What are your top 3 tips to make for successful service improvement?
- Use the 4H principles – Head, Heart, Health, Happiness, and you will create a masterpiece
- Consistent small wins lead to big improvements
- Make employee experience the centrepiece for all your decisions
What one thing do you think really makes you stand out as a service organization?
We truly believe that employee experience has been at the heart of our success. Our teams strive to provide the best experience to our business by bringing the latest in technology and inculcating the culture of service centricity in whatever they do.
How are you preparing to evolve your service desk over the next few years? Please share your most exciting plan with us!
Our focus for the coming years is on hyper automation and personalization of services. We believe that by leveraging ML, RPA, chat ops, process mining we will be able to increase the speed of response drastically while improving the experience of how our users consume the services.
What does it mean to your team to be a finalist in the ‘Best Service Improvement Project’ category?
Competing with a plethora of nominations of best projects in the Service Desk community, reaching this stage of this prestigious award is an absolute honour. It is a moment of pride and immense pleasure for the entire team and an acknowledgement of our efforts. It will serve as one of the strongest motivations to thrive towards excellence in the upcoming years.
What advice would you give to company’s entering the awards next year?
It’s not just the award but the entire journey that counts. Be prepared and believe on what difference you can bring to the table and start rocking.
What would you do to celebrate if your team won ‘Best Service Improvement Project 2022’?
Our teams have worked hard all year and to put in so much effort and dedication in the SDI Awards entry and nomination process is commendable. If we win, we’ll show our appreciation for the team Reckitt by giving a big shout out for them at the event.
We also plan a themed party at every Service Desk location which embraces the local culture and celebrates our leadership behaviour of “Own, Care, Create and Deliver”, share our success in the company newsletter and proudly display our award at industry events throughout the year.
Find out more about this year’s Awards categories and watch the highlights from the last Awards ceremony for a taster of this incredible event and what it means to our community.
SDI Awards are sponsored by:
