Why the Customer Assurance Team is a finalist for ‘IT Team of the Year’ Award at the itSMF PSMA 2023

The itSMF Professional Service Management Awards celebrate teams that have exhibited outstanding support for their customers, delivering inspirational service delivery and significant business benefits. The ITSM Team of the Year award specifically acknowledges teams that have fostered trusted relationships with their respective businesses, co-created value, and enhanced the maturity of service management within their organisations.

The Customer Assurance team, a finalist for ‘IT Team of the Year’ has been instrumental in maintaining best practices, continuously improving the customer experience, and going above and beyond the standard service delivery norms. Through proactive assessment of internal processes and incorporating external feedback, the team has identified opportunities for enhancement and achieved increased operational efficiency.

Apart from elevating service management professionalism within the organisation, they have also supported each other and extended their impact beyond their immediate team. Proactively assessing areas for improvement and exploring innovative approaches lie at the core of the Customer Assurance team’s responsibilities. Their detailed analysis of internal processes and external feedback ensures that the helpdesk operations align with best practices while consistently striving to increase efficiency and address any existing gaps.

Let’s meet Camila, Frankie, Anna and Frances, who comprise our Customer Assurance team:

Click here to watch the video on YouTube.

Operating with the responsibility of managing over 200,000 tickets annually, the Customer Assurance team has worked cohesively to normalise our support, enabling the helpdesk to maintain consistently high standards of service even during peak trade periods. Their united dedication has enabled exceptional insights, continuous development, and future-proofing, all backed by an outstanding customer experience.

Ahead of the awards, Camila, Frances, Frankie and Anna, all members of the Customer Assurance team members shared their insights into the Retail Assist customer experience, highlighting the accomplishments, challenges, and future directions of the team. Check out the video series and find out more about what makes Retail Assist stand out, the team’s achievements and challenges and what the future looks like for the team.

The Customer Assurance team’s remarkable achievements are a testament to their unrelenting hard work. It is clear that they have found a winning formula in developing and sustaining a culture of service excellence. As the team asks in the final segment, “Would You Do It All Again?” – the answer is a resounding “yes”!

Click here to watch the video on YouTube.

Once again, we extend our heartfelt congratulations to the Customer Assurance team at Retail Assist for being selected as a finalist for the ‘IT Team of the Year’ award at the PSMA Awards 2023. This accolade is a testament to their tireless efforts in enhancing our service delivery and achieving maximum customer satisfaction.

For more information about the exceptional work of our Customer Assurance team, read on here.