Most users recommend PlanMill to their friends, colleagues, and business partners
The Case Study on PlanMill Service Strategy with Haaga – Helia Polytechnic focused on Service Requests Analysis spanning 01.12 -28.2.2014. The project was conducted together with eight Haaga-Helia Master’s students and their mentor Anne-Maritta Talaslahti.
PlanMill was evaluated in terms of service strategy and usage of service management best practices according to *ITIL framework (Information Technology Infrastructure Library).
The study also identified how the service value is delivered and how to improve service delivery. Case results highlighted the following level of satisfaction with PlanMill products and services:
- Customers are generally satisfied with needs understanding related to services and quality of services.
- Customer support and consulting have high level of satisfaction. Stumbling blocks relate to users´ “poor understanding of how system work and different function related to each other.”
- Majority of the customers want to know about new features and enhancements. Preferable ways of communication includes newsletter or email campaigns.
- PlanMill wiki pages and website received good response rates.
“We are glad that many customers responded positively and recommends PlanMill to their colleagues or business partners,” said Marjukka Niinioja, Senior Consultant & Manager.
Prizes awarded after survey participation
PlanMill customers received free consulting services from our experts when they participated in our customer satisfaction survey. The activity generated feedback and ideas from our system users – the overall comment was mainly satisfied or very satisfied with PlanMill services.
A recommendation was drawn on how the company could enhance its processes to gain more effectiveness and efficiency to achieve high service performance and customer satisfaction.
PlanMill aims to conduct s a customer satisfaction survey on a regular basis, for example every year, to identify improvement areas and develop action plans to achieve better efficiency and customer satisfaction.
*ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business (Source: ITIL processes, KPIs and role descriptions).