VWGoA’s IT Service Desk recently brought home the 2011 HDI Team Excellence Award for Internal Support.
HDI, a global IT service and technical support association and the industry’s premier certification and training body, honors two outstanding teams with the prestigious award — one for Internal Support and one for External Support. The Award honors world-class support organizations that have most enhanced the image of the industry by achieving the highest standards of excellence for delivering internal and external customer service and support. Both the Internal and External Awards use the same criteria for submission, which focuses on the people, process, and technology aspects of the support center.
For an automotive company, this prestigious award is comparable to winning a JD Powers and Associates award. The Service Desk won the award after years of struggling to meet service quality standards and performance goals, creating a new sourcing model from the ground up, and starting a new partnership with CompuCom, the staffing and services arm for most of the services they offer.
“Considering that our IT Service Desk team and new model are really only 18 months old and we won the award over two large, established medical center support organizations, we take a lot of pride in what we have accomplished,” said Dan Wilson, manager of Client Services. “Winning this award validates the feeling that we have had for a while now and what our metrics have shown. The feeling is that we are making a difference for our customers, our team and ITPO. We are not perfect, we do not claim to be, but we have a very strong team of professionals committed to improving the customer experience day in and day out.”
Wilson has been a volunteer and Advisory Board Member for HDI for about 10 years. Through his work with the company, Wilson said he became familiar with its awards process.
“Over the years, I’ve looked at a lot of submissions for organizations and finalists,” Wilson said. “I stepped back and I said, ‘We have an amazing shot at winning this award; we have something special here.’”
Wilson said the award submission process was a team effort. After submitting the award information, which consisted of a written submission along with two videos produced by team members, the IT Service Desk team initially beat out 33 other teams. They then bested 16 other teams before taking home the award.
IT Service Desk Manager Chuck Kloka; Senior IT Service Desk Analyst James Sommers; and Client Services Department Manager and HDI Motown Chapter Advisor Dan Wilson accepted the award during the recent 2011 HDI Conference and Expo held in Las Vegas. More than 2000 IT professionals from all over the world attended the expo.
“It felt like accepting an Oscar!” Kloka said. “Since winning the award, we have had numerous companies requesting copies of the commercial we submitted, and they want to meet with us to discuss how they too can win this type of award. We have also been asked to write articles for SupportWorld magazine, and I intend to present at a session at next year’s conference.”
The IT Service Desk is a function of the Client Services Department in ITPO Technology Services. It is made up of more than 45 team members, including leadership, first and second level Service Desk analysts, Get IT Services and Security Administration. The IT Service Desk supports the VWGoA and VGCA National Sales Companies, Bentley Motors, Chattanooga office staff, all U.S. and Canadian field/remote offices and staff, and all U.S. and Canadian VW and Audi dealerships.
The Service Desk handles more than 7,000 Service Desk interactions and 2,000 Get IT Requests and Security Administration interactions on a monthly basis, covering more than 300 different applications and services. The Service Desk Analysts strive to answer the phone in less than 30 seconds and resolve more than 75 percent of all interactions at the first contact.
The Service Desk’s purpose is to exceed the needs and expectations of its customers and provide them with the highest level of support. It attains its mission through team efforts, effective communication, on-going training in supported products and the integrity of its people. The Service Desk is staffed seven days a week during business hours, and will be expanding to around the clock before summer.