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11
KINGFISHER IT SERVICES
(KITS)OUR SDI CERTIFICATION
JOURNEY
2
About Us:
We employ
74,000
People
Nearly 6 million
customers shop in our
stores and through our
websites every week!
1,158 Stores
in 10 countries
across Europe!
Home
Improvement
Company
£10.3 billion
Sales
3
today…A mix of internal and external Service Desks
UK
UK
France
Tenerife
Morocco
Poland
Russia
Romania
Internal - ITB&QScrewFixKingfisherKITS
External - ITBrico
(3rd Party)
External – IT & BusBrico Depot
External – IT & BusCastoBricoKingfisher
External – IT3rd Party
Internal – IT & Bus
(KITS)(EPOS EXT)
Internal / External IT & BusKITS
(3rd Party)
Internal – IT & Bus
(KITS)
4
About Us: Service Desk
500,000 contacts
per year!
42 Analysts
10 ManagementPassword
Resets Network
Diagnostics
5 different ways
for users to
contact us!
Helping our
customers 364
days a year!
5
Where we were – 2013
Failing KPI’s
Low Retention
Poor Customer Satisfaction
Service DeskInstitute
1.92Initial Audit
6
Start of the SDI Certification Process…
Implemented CustomerSurveys
Re-organized the Team Structure
UpgradedTechnology
Improved WorkingEnvironment
7
Awarded 2* Certification in 2014
8
Continued on the SDI Certification Journey…
Marketing the Service Desk
Analysts AchievedSDA Qualification
Analysts WorkingIn Stores
People SatisfactionSurveys
9
Maintained 2* Certification in 2015
10
Continued on the SDI Certification Journey…
BCPCharity Work
Social Service Desk
CommunityWork
11
Continued on the SDI Certification Journey…
Service DeskDen
Gamification New ImprovedWebsite
Knowledgebase Updated
12
Continued on the SDI Certification Journey…
TechStop
Service Desk Charters
Customer Engagement
Introduced NewServices
13
Awarded 3* Certification in 2016
14
Today… Our mission is to “help our customers to succeed, striving to provide world class technical support and excellent customer
experience while working together as Kingfisher One Team”
Junior
Analyst
Core
Analyst
Senior
Analyst
Operational
Lead
Team
Lead
Resource
Lead
15
Where we are now…
Hitting
Targets
Good
Retention
Rate
Customer ServiceLevels Above
90%
Improved
Service Desk
Satisfaction
More
Opportunities for the
Analysts
Improved
Engagement
Correct ToolsFor the Job
Leading the Way
For the GroupIntroduced
New Contact
Methods
Stable
Management
TeamEngaging the
Customers
Streamlined
Internal
Communication
User Friendly
Knowledge Base
16
What’s next…Unification of Service Desks
Southampton
ITIL