Teleopti raises the bar even higher in IT service process, customer satisfaction and social responsibility
Teleopti’s service desk is the first in Sweden to have achieved certification and joins a select few worldwide teams in achieving a 4 star certification including those from Telefónica, Sodexo, tickets.com and Vocalink.
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 into new global markets. The most notable areas of improvement were in the certification concepts of processes, partnerships and resources, customer satisfaction and social responsibility.
“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. ”And we will continue to invest – hand in hand with the international expansion”.
“Increasing our Service Desk Certification maturity rating is the result of a company culture where the customer always comes first and a dedication to defining, refining and documenting roles, responsibilities and processes,” says Maureen Lundgren Gomes, Service Desk Manager at Teleopti.
Howard Kendall, Master Auditor at SDI, continues: "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. For staff to feel valued and respected is essential but to be scored as the most happy team in the company-wide staff survey is brilliant!”
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, the 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.
About the Service Desk Institute (SDI)
Founded in 1988, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe’s only support network for IT service desk professionals providing qualifications, training courses and service management consulting.
Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. It also offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification audit programme.
Emma Spear, Head of Marketing, SDI
T: 01689 889100
Camilla Arneving, Marketing Manager, Teleopti AB
T: +46 72 222 81 04
Olle Düring, CEO Teleopti AB
T: +46 709 218110
TELEOPTI is the leading provider of solutions for strategic Workforce Management as well as Telecom Expense Management.
The company is renowned for developing advanced and user-friendly solutions based on clients’ requirements. Hundreds of enterprises around the world rely on solutions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.
Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network of partners. Visit our website www.teleopti.com to find out more.