Nine Months of Daily Calls: How I Took a Customer From 20% to 100% Customer Satisfaction Index
I was handed a project that was moving from one vendor to my organisation. The reason was obvious: the customer was unhappy with the old vendor’s poor performance.
It was an Informatica admin service. The team handled user access, monitored Extract-Transform-Load (ETL) jobs, fixed failures in cron jobs, scheduled jobs and built reports, all within Service Level Agreements (SLA)s the business had defined. When I took over, we had a backlog of 300+ service requests, and they had already breached the 3-day resolution SLA.
I had never led a project in such bad shape. I was thrilled and nervous at the same time. I had to pull up my socks.
Building the team first
The business needed 24x7 support, so we needed night shifts. Finding people with the right skills for nights was a real challenge. I ran a rigorous evaluation before choosing anyone.
My team was 13 people, and...
Copyright of this story solely belongs to hackernoon.com. To see the full text click HERE
