Several years ago, the objective at the SVB was to cut costs and implement maximum efficiency internally. This included the internal IT services to employees. To this end, services from the Service Desk were reduced to "if you have a question, report or request, create a ticket." Did a user still call? Then they were directed to create a ticket. Not very customer-centric...
The SVB has now set itself the goal of providing optimal service internally, efficiently and, above all, customer-focused. A logical insight. And much has changed in the meantime.
During this Q&A session, SVB is happy to share its development path, but is also very curious about how other organizations approach this. What are the do's and don'ts, tips and tricks? What challenges and questions do other organizations face? How do you make a good FTE extension for expanding work that contributes to increasing customer focus? Sign up through your organization's Community Officer.
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