For Good Customer Service It Pays to Think Lean
VocaLink is a specialist provider of transaction services to banks, corporate customers and government departments. VocaLink wanted to improve the overall effectiveness and quality of the customer service. VocaLink chose Fujitsu to assess its customer service operations. Fujitsu recommended making the service desks structurally more efficient and also enhancing their existing capabilities. Fujitsu also worked closely with VocaLink to help develop its training plans, including holding workshops with staff and stakeholders to understand their needs and developing a training pack on how VocaLink could develop new courses and templates.