DATIX works with Help Desk Institute to deliver service excellence for healthcare organisations Thursday 6 March 2008 PDF Print Press Release 6 March 2008 London, UK Market leader in Patient Safety and Risk Management software launches Service Improvement Project to deliver industry-leading support for customers DATIX Ltd, the market leader in Patient Safety and Risk Management software has announced plans to further improve its level of customer service. Datix has more than 400 customers which include over 75 per cent of the UK’s National Health Service, major healthcare organisations in Canada and some of the UK’s leading private healthcare providers. To help ensure the project achieves its goals, DATIX commissioned the Help Desk Institute (HDI) to undertake a rigorous formal assessment of its current customer service and support. Daniel Hazan, General Manager of DATIX, said: “Our objective is to ensure a consistently excellent level of customer support, so we wanted a professional evaluation of our service. Calling on HDI was an imperative for the project. Quite simply, our aim is to scrutinise our support services from the bottom up, to improve how we provide them and to give our customers what they want.” DATIX is adopting ITIL (IT Infrastructure Library) best practices, which are industry accepted guidelines for customer service projects. The company was eager for an objective view and expert advice on being a top customer-oriented organisation, offering service excellence while maintaining innovation as a software solutions provider. In making its assessment, HDI interviewed DATIX staff and a cross section of customers. This was followed by a full report of strategic and tactical recommendations. The report included quick wins to be achieved by amending processes and longer-term recommendations for ways to improve service. The overall goal of the report is to ensure DATIX customers receive a more consistent and efficient customer service experience. Jo Cannon, Principal Consultant at the Help Desk Institute said: “DATIX has a strong desire to drive up service levels. As a market leader the company values its position and its customers. Working with the HDI further illustrates the commitment to service excellence.” “What is important to us is customer satisfaction,” said Daniel Hazan of DATIX. “We know we are good at developing products and then marketing those products. But what we want to see is that customers are happy with their use of DATIX and for them to praise the level of service we provide.” DATIX has launched a thorough Service Improvement Project (SIP) which will review many areas in its drive for excellence, including a review of the support desk structure and resources. Other recommended changes are the implementation of a new helpdesk system to support the entire process. Daniel Hazan concluded “This is a comprehensive review to attain the service excellence levels our customers deserve. There will be an all-round improvement in the level of our service and customers will notice the benefits almost immediately. DATIX is a market leading company and our goal is to have a market leading support desk and customer service.” - ends - About ITIL ITIL (the IT Infrastructure Library) is a series of documents that are used to aid the implementation of a lifecycle framework for IT Service Management. This customisable framework defines how Service Management is applied within an organisation. It also aligned with the international standard, ISO 20000. For further information visit: http://www.itil.org.uk/ About Help Desk Institute The Help Desk Institute’s (HDI’s) mission is to lead the help desk and IT support profession worldwide. Established in 1988 in the UK and globally thereafter, HDI sets the standards for the IT support industry worldwide. HDI provides specialist information and research about the technologies, tools and trends of the help desk and IT support industry. HDI also provides customised training courses and qualifications and offers the opportunity for international recognition of the support centre operation through the site certification audit programme. HDI Consulting provides service management consulting, with a wide variety of services available. For more information, visit www.hdi-europe.com or www.supportworld.co.uk. About DATIX DATIX is a global supplier of software for Patient Safety, Risk Management, incident and adverse event reporting. DATIX is provided as a standard package but its unique customisation features make it extremely flexible enabling it to be tailored to meet the requirements of any healthcare organisation anywhere in the world. Founded in 1986, DATIX is has over 400 customers – which includes more than three quarters of the National Health Service in the United Kingdom, major implementations in Canada and some of the world's leading private healthcare providers. DATIX was honoured in 2005 with a Queen's Award for Enterprise and Innovation. The company has a strategic alliance in Canada with Deloitte. DATIX is headquartered in London, United Kingdom. To learn more, visit www.datix.co.uk or call + 44 (0)20 8780 1133 Copyright © 2007 DATIX Ltd. DATIX and the DATIX logo are registered trademarks of DATIX Ltd. All other brand and product names are trademarks of their respective owners. For further information please contact: Daniel Hazan General Manager Datix Limited T: 020 8780 1133 E: firstname.lastname@example.org This press release was distributed by ResponseSource Press Release Wire on behalf of PR Artistry in the following categories: Computing & Telecoms, for more information visit http://pressreleasewire.responsesource.com/about.