Service Desk

Service Desk

You need a Service Desk to fix issues and answer how-to questions. When you contact a Service Desk, there are only three things you and your staff care about:

  • Fast – Immediate service and immediate resolution. You want 100% of your calls to be picked up, and a 100% of your emails to be answered within a few minutes.
  • Accurate Fix it right the first time for good.
  • Friendly – Your day got interrupted and you need help. You are probably not feeling so great. You need a friendly person to have compassion and to be mindful of points 1 and 2. You don’t need to feel inadequate for not understanding technical jargon, or to be made to feel that you are the problem. 

Let’s review each of the three items you care about, and how XL.net addresses them.

Fast

Our unique competency is to minimize productivity loss by 80% due to technical problems through the combination of our System Analysts and your XL.net Technology Officer (XLTO). This affords us time to urgently address the needs of thousands of people we support as our Service Desk deals with 80% less issues than standard Service Desks.

We operate three live shifts 24/7/365 so we are always available. 71% of the week there are two or more Service Desk Engineers per shift, to ensure that no one needs to wait to get help.

If there is ever a voicemail left to the Service Desk, the leadership team is alerted so we can identify the core issue and prevent its occurrence. We don’t like needing to leave  voicemail when we need service from a vendor, and we absolutely never want that experience for the people we support.

We target that at 5 pm daily, we do not have more than 25 requests in progress and call that our Mendoza Line.

We anticipate needs based on historical data and predictions. During the week of March 16th when most of our clients had to convert to working remotely on the same day, we had a 100% increase in requests and proactively planned for it the prior week by putting a 100% of XL.net staff into the Service Desk and speaking and planning with each client.

At the beginning of the COVID 19 stay at home order our clients told us, “You are my only vendor that is picking up the phone this week.” That is XL.net. No excuses, we strive to be there for you a 100% of the time.

Accurate

Being consistently accurate requires a culture focused on process and continuous improvement. We currently have 816 policies, processes and procedures and an additional 1818 knowledge base articles. Each of which are minimally reviewed annually.

We utilize a process management platform called SweetProcess and you can read about our experience here.If you ever want to test how much process is part of our culture, all you have to do is tell an XLnetter “Sweet” and listen to it being followed by “Process”.

Friendly

What we learned early on, is that when you contact our Service Desk, your day has been negatively impacted and the last thing you need is to hear excuses, technical jargon, or be made to feel that it is your fault.


We use four different methods to gather feedback to ensure we are continuously providing the best service possible.

1. Satisfaction Surveys

After every resolved service requests, you are email a brief 3 button survey with an option ability to add additional commentary. 

The surveys are made possible with Crewhu.

CSAT for the last 180 days is 96.40% based on 2,028 surveys.

2. Satisfaction Enforcement Calls

We call every one of your staff quarterly and ask to provide a 1-5 rating of our performance and commentary on what caused that ranking to be provided.

The calls are performed by Perfecting Service to allow us an unbiased perspective.

3. Ticket Analysis

Twelve tickets are randomly selected on a daily basis and audited against eight different stringent criteria.

This analysis allows us to identify service issues that perhaps you or staff are not comfortable to share with us, especially once you have formed a relationship with XLnetters.

The analysis is performed by Perfecting Service to allow us an unbiased perspective.

4. Call Recording Analysis

At least one hour of call recordings are randomly selected on a daily basis and audited against seven different stringent criteria.

The analysis is also performed by Perfecting Service to allow us an unbiased perspective.

We take the data from the four methods and process service issues at the leadership level on a weekly basis following the EOS Traction Identify Solve Discuss process. For deeper analysis, we perform an ISO 9001 level Incident Report and consider all issues to be process issues.

We realize we are not perfect, but we strive for it constantly!