Optimizing the Service Desk was one of our goals in 2018, inspired in part by the results of our customer satisfaction survey. We listened to your feedback and then we got to work!
In mid-2018 we appointed team leader Leslie van de Wauw to optimize the Service Desk staffing and processes.
The following results were achieved in 2018:
- The Service Desk is now fully staffed and divided into a front office and a back office, which has resulted in more structured processes and optimal staffing.
- The invoicing process was implemented in Facilitor on 1 July 2018.
- Several customer visits were also scheduled in July to get to know our customers better and to further improve customer satisfaction.
- We are tracking our customer feedback with respect to buildings and installations and have had telephone contact with tenants to determine how satisfied they are with our efforts.
- We are also systematically monitoring the additional services in order to streamline the monthly invoicing process.
- Suppliers are actively approached by permanent contacts and have fixed consultations that speed up lead times.
We’ve worked hard so far, but there’s still plenty to do
We will continue to optimize our processes in 2019, with particular attention to using Facilitor. Our goal is to work more efficiently and to further improve the communication between our customers and the Service Desk.
Questions
If you have any questions, feel free to e-mail us at servicedesk@brightlands.com. We look forward to answering your questions and processing your requests.
