Logica’s focus on customer service results in ‘Help Desk of the Year 2010’ award
Logica, a leading business and technology service company, announced that it was named Help Desk of the Year 2010. The award is organised annually by Help Desk Institute (HDI) Nordic, an organisation that offers information, training, and networking for technical support professionals. The award recognises Logica’s commitment towards personal development of service desk personnel, continuous cooperation and carefully documented processes and tools.
Congratulating Logica on winning the award, Timo Keinänen, HDI Nordic managing director, said, “Logica has a clear operational strategy, which has been carried through consistently in different areas and internalised by its customers. Good performance results show that Logica is using the right tools for improving the quality of customer service.”
Logica’s service helpdesk employs 140 experts, servicing clients like ISS, Finnair and Neste Oil. This service desk is for Logica’s outsourcing clients only. There are many other service desks, which are either client-based or product-based. The national service centre is the central point of contact for all customer calls relating to IT issues.
“The service desk plays a key role in ensuring continuous and consistent levels of customer satisfaction. The key elements of excellent customer service are the right attitude and an understanding of the client requirement”, says managing director Leena-Mari Lähteenmaa, Logica Finland. “The service is best developed when coherent procedures are extended to cover both the client and their stakeholders. In addition, you need effective processes and efficiently resourced customer service”, adds Leena-Mari.
For the purpose of the award, HDI Nordic evaluated the customer service Logica provides to ISS, Finnair and Neste Oil, to which Logica has provided ICT services for a relatively short time.
Speaking about the quality of service Logica provides, Marko Mäki-Ullakko, Neste Oil Head of ICT Services, said,
“Clear, well-designed implementation of the service desk has created a good basis for successful services. The well-defined procedures, guides and processes ensured that the daily operations of the service desk are systematic and efficient, which was quite impressive. End users and partners have also given good feedback on the operation of the customer service throughout the contract period.”
“ISS outsourced its IT services to Logica in 2009. The partnership has been seamless and educational for both. I think that the central element of success comes from the deep cooperation between ISS and Logica with the service desk personnel for both training and information sharing,” says Janne Stén, CIO of ISS.
Commenting on Logica winning the award, Finnair director Harri Nupponen said, “We think that Logica’s service desk has done extremely well in providing the support functions in our IT environment. A special recognition should be given for efficiency, method and commitment, as the services were ‘thrown over’ from the previous supplier to Logica’s service desk in a short period of time.”
The Help Desk of the Year competition was organised by HDI Nordic for the 15th time. Last year, the winner was Wärtsilä’s IT Help Desk and in 2008, Mutual Insurance Company Fennia’s Service Desk was awarded.
“With this competition, we wanted to bring forth the best Service Desk practices, highlighting the kind of solutions that companies have used to improve customer service and their plans to maintain that level in the future”, says Timo Keinänen of HDI Nordic. “This year, you could see a positive direction in the competition. Visionary Finnish companies see customer service as a critical factor for success and want to train their service personnel into top experts in the field,” he added.
About Logica
Logica is a business and technology service company, employing 39,000 people. It provides business consulting, systems integration and outsourcing to clients around the world, including many of Europe's largest businesses. Logica creates value for clients by successfully integrating people, business and technology. It is committed to long term collaboration, applying insight to create innovative answers to clients’ business needs.
Logica is listed on both the London Stock Exchange and Euronext (Amsterdam) (LSE: LOG; Euronext: LOG). More information is available at www.logica.com.
About HDI Nordic
HDI Nordic Oy http://www.hdin.fi has operated in Finland since 1992, providing training, consulting and networking services to contact centres (Help Desk, Service Desk, Contact Centre, Call Centre). In Finland, HDI Nordic has nearly 80 corporate members in public administration and various service sectors. The Yhteys conference http://www.yhteys.com is the largest annual event in the sector in the Nordic countries. Also, HDI Nordic is part of the Help Desk of the Year and the Best Contact Centre of the Year competition organisation and annually awards the Help Desk of the Year and Contact Centre of the Year recognitions.
For more information, contact:
- Managing director Leena-Mari Lähteenmaa, Logica Finland, mob. 050 410 3135
- Managing director Timo Keinänen, HDI Nordic Oy, mob. 040 573 7790
