Service management
CASE
History
Coinciding with the international expansion, Wise offers its multinational clients a service management service (“service management”).
Service Description
The service is structured around three fundamental pillars:
Functions:
Lead and ensure that the quality of the service provided to clients is as commercially agreed.
Responsibilities:
Monitoring and tracking service quality, agreed SLAs and KPIs; involvement in incident escalation and follow-up until resolution; defining improvement plans, their implementation and follow-up; managing billing quality; identifying new business opportunities for the client; ensuring product and service compatibility with quality commitments; ensuring full customer satisfaction with the “Service Management” service.
Skills:
Communication skills, conflict management ability, client management skills, proactive approach to service improvement, PMO, ITIL, Six Sigma certifications, fluency in english, spanish, and portuguese.
Result
Customer satisfaction improved substantially, increasing from an average score of 6.55 in 2014 to 8.09 in 2017.
Wise's contribution
Wise has played a decisive role in improving customer satisfaction rates and developing improvement plans that have translated into revenue from these clients.
It is worth noting that our strategy of low costs and above-average compensation allows us to attract well-prepared resources suited to the needs of our clients.