• BDO Digital assists Fujitsu and ING in driving their service quality towards better user experience
Case study:

BDO Digital assists Fujitsu and ING in driving their service quality towards better user experience

15 August 2019

“The service quality is now mainly measured on the basis of users’ feedback and ultimately the customer, instead of by service level agreement indicators.”

ING is a European Bank with several offices and thousands of employees spread across the continent, whereas Fujitsu Technology Solutions delivers a wide variety of IT products and services to organisations and individuals. Besides the services they offer and the interaction with customers, the most important business means for a bank is their IT services. After the renewal of ING’s IT service contract, Fujitsu started integrating ING’s workplace services and related IT solutions.

Challenge

During the contractual negotiations the idea was put forward to set the same quality requirements for both the suppliers and the bank itself. This was also embedded in the contract to ensure both parties serve the same purpose: make the bank grow, based on better customer experiences.

The Net Promoter Score (NPS) measurement, which was already in use at ING, was suggested as the preferred measurement to assess the quality of services. Moreover, Fujitsu (with suppliers) and ING made the commitment to continuously improve the experience of users (bank employees) regarding the services they deliver. For both Fujitsu and ING, the commitment requested a new way of controlling the quality of service.

Approach

The quality is now measured on the basis of users’ feedback and ultimately the customer, in contrast to service level agreement indicators. In other words, a quality check of delivering workplace services should be carried out based on effectiveness rather than on efficiency.

BDO Digital guided Fujitsu and ING in this new way of quality management through several steps:

  1. Creation of a quality framework, governance and indicators;  
  2. Development of a model for data collection, analyses and reporting, based on the NPS methodology;
  3. Guiding the management of Fujitsu and ING in driving service quality, based on the new quality framework;
  4. Strategic workshops with ING and Fujitsu management to assess the impact of the new steering model;
  5. Training of service delivery managers and service desk in the new operating model;
  6. Formulation and validation of the service processes;
  7. Assistance for the communication team of ING to map customer journeys of different user types (staff, commercial banker, …) to gain insight in their experience with the services;
  8. Creation of a communication plan and design of a transformation approach, based on the specific needs of Fujitsu and ING during and after migration.

Results

Thanks to the help of BDO Digital, ING and Fujitsu achieved the following results:

  • A quality model for service delivery, focusing on the user and the customer;
  • A common and shared goal between supplier and bank to improve customer experience;
  • An overview of the customer journeys of different user types, providing insight in opportunities for new and improved services;
  • Enhanced user adoption of new services through clear and transparent communication and user-friendly instructions.