Last year the Mirus IT Service Desk underwent a transformation as it anticipated a major shift in the way we interact with technology. Mirus also invested in new customer research to understand the common denominators that remain while change carves new market opportunities, i.e. the key service quality factors.
The result was the introduction of Mirus IT Service Desk 2.0 - a restructure that essentially saw the introduction of a tiered approach to IT Support ticket management in order to protect the friendly approachable aspect to the organisation, whilst handling the complexity and compliance required by the growing number of larger clients.
Today we are extremely proud to announce that we have been shortlisted in the UK Customer Experience Awards 2013 as the IT Customer Experience Team of the Year as a result of the positive transformation and significant improvements to service levels, as testified by clients. Now in their fourth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience across a broad spectrum of industry.
Mirus IT is honoured to be alongside BSkyB, Three UK and Virgin Media in this category.
Arguably, one of the most valuable characteristics of an organisation is its ability to adapt to change. Mirus IT underwent a transformational change at a critical point in its development to ensure both the longevity of the organisation by making changes that prioritise the customer experience. On top of this, Managing Director, Paul Tomlinson, lead the strategic shift through a period of technological disruption, achieved by keeping the focus simple – maximising service quality.
The change means that Mirus IT are in a much stronger position to deliver against the increasingly demanding expectations of the ‘Always On’ generation as Cloud computing cuts out new customer expectations in terms of connectivity and technology performance.
The entrants will be judged by a panel of industry specialists and the winners will announced on October 17th with an awards ceremony to be held at the Grand Connaught Rooms, London.