A year-long forensic review of people, process and technology has paid dividends for CANCOM’s Managed Services team. The refreshed Service Delivery Strategy has yielded impressive results, including an industry leading Net Promoter Score (NPS) of 71 and the highest possible score for an Azure Expert Accreditation.
We have also gained robust endorsement from customers for our flexibility and support during the highly challenging COVID-19 pandemic.
Industry Leading NPS
CANCOM UK’s ability to meet and exceed customer requirements and expectations is proven by its Net Promoter Score of 71. This demonstrates the high levels of satisfaction and loyalty to CANCOM as a brand.
This is significantly higher than the IT industry average of 59. * To put this in context, an NPS of over 30 is ‘great’ and anything over 70 is ‘excellent’.
Flexibility and a relentless drive to go above-and-beyond are the major driving factors behind this high score - particularly for many Public Sector and NHS clients during the recent pandemic.
* source: Retently
Going Above and Beyond
Robust processes and clear values have given employees the confidence to go above-and-beyond standard SLAs.
This confidence has helped employees quickly respond to the challenges of CANCOM UK’s customers. Significantly, even at the height of the pandemic the NPS score remained consistently over 70.
“Consistent and deliver to what was agreed. But also supportive through the impact of COVID-19, both technically and commercially.” CTO, Leading UK Construction Firm
Service Delivery Initiatives
Some of the service improvements implemented by the team include:
- A Tripartite Customer Account Structure - By aligning an Account Manager, a Service Delivery Manager and a Technical Account Manager to a single customer, all tasks are handed off, followed up and owned by a specific individual.
- A Training & Skills Push - Experts now boast qualifications from over 65 leading IT accreditation bodies and technology vendors. This includes expertise in ITIL, Prince 2 Foundation, Six Sigma as well as standard ISO accreditation.
- An Employee Recognition Programme – Employees who regularly demonstrate the company values of agility and excellence are rewarded with spot bonus payments and shout-outs from the MD Martin Hess on company-wide Teams calls.
- During the pandemic CANCOM UK rapidly stood up IT support for many customers. This allowed customers, particularly in the NHS, to deploy new technologies such as Teams without the risk of their own IT service desks becoming overloaded.
Azure Expert Accreditation
As a testament to technical excellence, the team has achieved Azure Expert Managed Services Provider (MSP) status becoming the first UK partner to be awarded the Microsoft accreditation on first pass with zero remediation items and a high score of 112.
This accreditation puts CANCOM on a trusted shortlist of top-performing UK Azure MSP partners with proven Azure customer experience and deep technical skills to secure the Azure Expert status.
“There is a renewed focus on service, which is paying off. Staff at CANCOM UK are taking ownership of incidents and issues and working them through effectively.”
Head of IT, Independent Governing Body.
An IT Director from a leading UK legal firm summarised how CANCOM UK’s improvements have instilled him with confidence, he explained:
“I see people are individually focussed. There’s a clear chain of reaction. It’s proactive. In fact, so much so, I can see CANCOM’s engineers chasing my engineers rather than the other way around! The new Service Delivery Management has added a huge amount of value to the relationship between the two businesses. I feel we have someone who totally understands our environment, has a good focus on what we are doing, and is very focussed on helping us achieve our goals.”