SuccessDay gets customer experience tested externally by NTTL
The rise of smart HRIT systems and rapid technological developments means that end-user expectations are growing every day. To make a difference as an HRIT consultant and AMS partner, it is important to understand end users. This can be done with the ‘eXperience Level Agreement’ (XLA®) method. The platform-agnostic HRIT company SuccessDay is taking this a step further by having the customer experience of its after go-live support tested by an independent party.
For this purpose, SuccessDay and NTTL have signed a cooperation agreement. From now on, SuccessDay will have the customer experience externally monitored for all of its Application Managed Services (AMS) customers. These are eXperience Level Agreements (XLAs) that are a valuable addition to SLAs (Service Level Agreements), where the focus is typically on the technical performance.
“We look at the total customer experience with XLA. This is not so much about what you do, but about how you do it. Is there, for example, a malfunction? Then the customer experience is certainly not only about the response time, but also about the way in which the customer is addressed—and the level of understanding for the unpleasant situation that occurred. Communication and empathy are at least as important as the technical solution,” explains Bas Eggelaar, CEO of SuccessDay.
Independent and impartial
It is a conscious decision by SuccessDay to have customer feedback collected and analyzed by an external party. “Everything SuccessDay does revolves around two elements: customer and employee satisfaction. Both are equally important. Even more so than growth or profit,” said Managing Director Bas Eggelaar. SuccessDay has set up all its processes with these two elements in mind. With this way of working, Eggelaar says SuccessDay will be the largest independent HRIT support partner for organizations in no time. “That’s why it makes sense to have the things we do anyway externally and independently tested by NTTL, with proven methodologies. One of our core values is ‘Fair & Square’ for a reason: we say what we think and do what we say. We achieve our goals with honesty and integrity, and the customer is always at the heart of our business.”
NTTL – like SuccessDay – is from the Brainport region and helps organizations manage and increase IT contract performance. “The XLA® methodology is a means to come to an agreement between the IT service provider and the customer about the customer experience and business impact. We are proud of the fact that SuccessDay is the first HRIT implementation partner and consultant to start using this method to provide insight into the customer experience,” says Jelle Wenselaar, Managing Partner and Founder of NTTL.
Being disruptive and staying disruptive
SuccessDay is known for its personal, involved approach that is often at odds with the black-box-ticketing approach of traditional HRIT AMS service providers. Eggelaar: “From the beginning we have been disruptive within the HRIT market. And we intend to continue to do so. Our service is fundamentally different from that of any other HRIT partners, and we are now taking this to an even greater level by having an external party challenge the strong customer relationship we already have. I am curious about the results, which will help us to continuously improve our service.”
*** End of press release ***
More information about XLA at SuccessDay and the external review can be found in this blog.
Download the Press Release and SuccessDay imagery here
For more information about NTTL, please contact Jelle Wenselaar, Managing Partner and founder of NTTL, +31 (0)6 29 000 836 or je************@**tl.nl / www.nttl.nl
