KocSistem Bilgi ve Iletisim A.S. - Customer Service Complaints Team of the Year

Company: KocSistem Bilgi ve Iletisim A.S., Istanbul, Turkey
Company Description: As a member of Koç Group of Companies, KoçSistem is a long-established and leading information technology company, presenting technology to the business world for over 70 years. Offering a competitive edge and productivity to companies with its innovative products and services, KoçSistem maintains its leading position in the industry, with its vision, modes of operation, and the value it attaches
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Technology Industries

Nomination Title: KoçSistem Customer Service Department

KoçSistem'sCustomer Services Management Department supervises305 customersandmanage 45%of company revenue with17 Customer Service Managers (CSM). CSM’s main purpose is to improve the quality of services provided by KoçSistem and achieve higher customer satisfaction. Our CSM are a vital part of our organization to ensure customer value and happiness through an efficient service management. CSM monitor and manage Service Level performance on assigned customers and report periodically keeping customers appraised of progress with business, ensuring actions to be taken in potential exposures. CSM are key to driving operational effectiveness. CSM pursue excellence in service delivery by utilizing a number of home-grown methodologies and tools built on top of years of experience. Being the primary contact between customers and operation teams; CSM always act on behalf of the customers, aim fast and applicable solutions, and orchestrate crisis management in case of major events and outages. CSM work in unison with our customers to understand issues, requirements and respond to requests for new services, helping to grow the business.

-Adapted smoothly through Pandemic conditions and transition to home office support for customers from 2019 till today.

-Customer Satisfaction increased from86.5% in 2019 to 90.2% in 2020.

-Number of customers supportedincreased from 290 in 2019 to 305 in 2020and revenue increased by12% with the same number of CSM.

-Number of managed services call volume supported increasedfrom 600,000 in 2019 to 950,000 in 2020.

-Even larger spectrum of managed services inventory supported;from 26,000 in 2019 to 33,000 in 2020.

-Organized and led4450 customer meetings in 2020(3880 in 2019).

-Presented170 service review presentations in 2020(105 in 2019).

-Published1690 follow-up lists in 2020(1580 in 2019) to our customers.

-Published2650 reconciliation reports in 2020(2270 in 2019) to our customers.

-Managed and coordinated322 major events (312 in 2019)in service outages or performance degradation.

Improving the customer satisfaction score has been a significant accomplishment in 2020. It was an outcome achieved by customer service managers, who build and retain long-term relationships with customers. CSM team has raised our Customer Satisfaction (CSAT) rating to 86.5%, up more than 90.2% points over the previous year. Quick response for business continuity and timely crisis management during pandemic resulted in high-level gratitude and appreciation from almost all our key customers.

In parallel to KoçSistem 2020-2021 strategy to be the best technology company in our region using automation and Robotic Process Automation (RPA), CSM team made great strides towards automating their internal processes.

We analyzed a vast scale of their manually prepared reports and designed new and modern versions and leveraged automation and RPA tools to apply automated reports published to our customers.

In this context; Service Level Agreement reports are automated and Dashboards provided to our customers, Service Review presentations are automated to be presented to our customer periodically, Task Management Lists and Service Reconciliation reports are automated to be periodically distributed.

All these steps to automation in business processes resulted adding great value to our business: producing faster, more efficient and zero error outputs; reduced workload and cost advantages with digital workforce besides exceptional customer experience. CSM department saved 60 man days in 2020; adapting automation technologies, focusing on productivity in business processes.

CSM accomplishments through 2020 contributed a lot to KoçSistem’s growth and success in company’s target areas