Merchants will officially be managing the Dimension Data Global Service Centre (GSC).
“While technical help desk teams have a very specific task to fulfil in resolving what can be difficult technical issues, there is still a need to ensure there is a positive end user experience,” says Sandra Galer, consulting director at Merchants. “Merchants has a proven ability to combine technical acumen with customer centric skills to provide an overall excellent customer experience for Dimension Data clients, while solving their technical challenges.”
This is a strategic move on Dimension Data’s part to ensure that clients have the best possible experience when dealing the GSC. Clients will have the benefit of dealing with a team that is highly proficient in solving complex issues, while ensuring that the customer experience is of the highest quality.
“According to the 2016 Dimension Data Global Contact Centre Benchmarking Report, Service Desks average 16% lower productivity than customer service and only 74% consider service to be a differentiator, compared to 83% other organisations,” she says. “There is a need to apply some of the technology and methodology used in customer service to underpin the technical competence of the Service Desk. Dimension Data understand that Merchants can assist in this transition.”
The move will allow Dimension Data to continue putting the client at the core of their business strategy, while knowing that their technical needs are met. “There will only be a positive impact on the client and the end users. They can continue to expect their technical issues to be resolved in a timely and user friendly manner,” says Galer.
Alan Turnley-Jones, executive: SI services at Dimension Data Middle East & Africa, says: “The transition of the GSC means that Dimension Data can leverage the expertise of Merchants to improve client service and end user support, ultimately accelerating our clients’ ambitions. We are focused on our people and know that this transition of service to Merchants will bring about further efficiencies and optimised service, which will ultimately ensure an improved client experience.”