The country`s second largest employee benefits company, NBC Holdings, (NBC), has seen staff satisfaction with its IT help desk triple to 95%. This follows management of the facility by Dimension Data`s enterprise systems division.
Negotiated Benefits Consultants (NBC), the first black-owned and managed employee benefits company in SA, currently advises on the retirement savings of some 1.5 million members of over 200 registered retirement funds. Clients include government, parastatals and large industry-based retirement funds.
Following an internal survey over a year ago, focused on satisfaction levels with the organisation`s help desk, NBC appointed Dimension Data to implement and manage a new help desk system to replace that provided by its previous service provider. Satisfaction levels improved from 28% to 95% within a year, with progress in follow-up calls jumping from 15% to 75% satisfaction over the same period.
"IT uptime and our staff`s ability to maximise use of our IT infrastructure are key to our culture of improving internal efficiencies and service levels to clients," says Denis Jacobs, IT manager at NBC.
"Our 420 staff are our most valuable asset," he says. "Before we moved to our new premises, it became apparent that their needs and queries were not being answered as quickly and efficiently as they could be."
Dimension Data, through the on-site help desk, provides an efficient single point of contact for internal IT service requirements. The help desk and centralised call logging system now manages all user needs from desktop set-up and security queries, through network access to technical assistance on a variety of issues.
The centralised help desk is based at NBC`s head office in Sandton but it also provides support to the company`s four other national sites, in Cape Town, Durban, Port Elizabeth and Mafikeng.
"An added advantage of the help desk is that it is self-sustaining, being managed completely by Dimension Data," says Grant Tyson, account manager at Dimension Data Enterprise Systems. "This effectively removes IT logistics and staffing issues from NBC, allowing them to focus on their core business at all times."
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Dimension Data Holdings plc (LSE: DDT), is a leading global technology company that represents a new category of systems integrator providing network and multi-channel e-business solutions to deliver the complex integration and connectivity requirements of global corporations.
Founded in 1983 as a specialist supplier of technology and services, Dimension Data`s strategy has evolved with the emergence of the intelligent network as the most important enabler in business today. Dimension Data`s global presence combined with its expertise and extensive skills base in network infrastructure and e-business solutions environments enables its customers to ascend into the global marketplace through 100% connectivity and integration. Listed on the London Stock Exchange, Dimension Data is a member of the FTSE 250 index, employs over 12 000 people and operates in over 30 countries on six continents.
Dimension Data has achieved a three-year compound annual growth rate in US dollars of 73% in revenue and 36% in basic earnings per share. For more information, please go to www.didata.com.
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