Domino Digital Printing North America’s technical helpdesk team is focused on a Kaizen continuous improvement strategy, as the inkjet digital printing specialist seeks to drive further success for customers around the world.
Kaizen is a Japanese term meaning ‘change for the better’ or ‘continuous improvement’. More specifically, it is a business philosophy regarding processes that continuously improve operations and involve all employees. Kaizen sees improvement in productivity as a gradual and methodical process.
At Domino, the aim is to enhance the customer success journey through increased problem resolution over the phone, reduced escalations to the field service group, improved responsiveness to customers, and a standard process with clarity around communication and ownership. Together, this is said to optimise customer uptime and production efficiencies.
At Domino Digital Printing North America, this has seen the technical helpdesk team participate in Domino Academy training sessions that focus on customer empathy, complaint processing, effective conversations, Lean Six Sigma, and problem-solving change management.
Domino has since surveyed customers regarding technical issues resolved over the phone to further evaluate customer interactions.
Some 96% were either very satisfied or satisfied when asked, ‘How satisfied were you with ease of contacting Domino Technical Support?’, with 100% very satisfied or satisfied with the professionalism of the helpdesk person assisting them.
A similarly high double-digit percentage were very satisfied or satisfied when asked, ‘How satisfied were you with knowledge and technical skills of the helpdesk person assisting you?’, and, ‘How satisfied were you with how we kept you informed while we dealt with your technical issue?’.
Domino is targeting a 100% response rate to all the categories, but such a strong initial response has secured an ‘A’ grade rating.
Steve Daily, technical support manager at Domino Digital Printing North America, said, ‘Best practices were enhanced for technical helpdesk, technical escalation, and customer communications protocols. Domino Digital Printing North America is piloting these new protocols as Domino’s global operations look to provide industry-leading support services.’
