Domino Technical Help Desk Utilizes Kaizen Process to Drive Customer Success

Domino continues to invest in its digital printing business not only with a growing professional team, but with internal processes to take their business to the next level.

Steve Daily, technical support manager for Domino Digital Printing North America

Domino Digital Printing North America’s Technical Help Desk team is focused on a Kaizen continuous improvement strategy to drive success for customers through increased problem resolution over the phone, reduced escalations to the field service group, improved responsiveness to customers, and a standard process with clarity around communication and ownership. Together, this optimizes customer uptime and production efficiencies.

Technical Help Desk Kaizen Accomplishments

The Domino Technical Help Desk team participated in ‘Domino Academy’ training sessions that focused on customer empathy, complaint processing, effective conversations, Lean Six Sigma, and problem-solving change management.

“Best practices were enhanced for technical helpdesk, technical escalation, and customer communications protocols. Domino Digital Printing North America is piloting these new protocols as Domino’s Global operations looks to provide industry leading support services,” says Steve Daily, Technical Support Manager – Domino Digital Printing North America.

Customer Surveys

Domino then surveyed customers regarding technical issues resolved over the phone to further evaluate customer interactions.

• “How satisfied were you with ease of contacting Domino Technical Support?” 96% very satisfied / satisfied.
• “How satisfied were you with professionalism of Help Desk person assisting you?” 100% very satisfied / satisfied.
• “How satisfied were you with knowledge and technical skills of Help Desk person assisting you?” 95% very satisfied / satisfied.
• “How satisfied were you with how we kept you informed while we dealt with your technical issue?” 96% very satisfied / satisfied.

100% on all the above categories is the goal, but the team is off to a strong start with an ‘A’ grade rating.

Source: Domino

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