GURNEE, IL—Domino continues to invest in its digital printing business not only with a growing professional team, but also with internal processes to take their business to the next level.
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 help desk, 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,” said 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 percent very satisfied/satisfied
- “How satisfied were you with professionalism of Help Desk person assisting you?” 100 percent very satisfied/satisfied
- “How satisfied were you with knowledge and technical skills of Help Desk person assisting you?” 95 percent very satisfied/satisfied
- “How satisfied were you with how we kept you informed while we dealt with your technical issue?” 96 percent very satisfied/satisfied
One-hundred percent on all the above categories is the goal, but the team is off to a strong start with an “A” grade rating.