WSP Knowledge Solutions has worked in partnership with the Property Holdings division of Royal Mail since 1999 to deliver a business integrated FM and property help desk service on a 24/7/365 basis.
The core service provided is a Property and Facilities Help Desk servicing the Group’s 2,500 plus properties - and street furniture - nationwide. The Help Desk was originally set up by WSP as a new service following a contract win.
Over the past seven years, 2,307,402 calls have been answered and over 98% service levels achieved.
The exceptionally high service levels that WSP deliver have been recognised through the awarding of the Royal Mail Gold Supplier Award for service excellence, innovation and adaptability for seven consecutive years.
Initial client requirements
- Set-up of a state-of-the-art contact centre
- all facilities and systems
- recruitment
- team structures
- training
- scripting
- process development
- documentation
Challenges and resolutions
- Separate initiatives lists for performance improvement >>>These have since been combined and the joint list is reviewed regularly at contract meetings;
- Integration of an FM call logging system with client enterprise software >>> Enforma is now fully integrated into SAP achieving cost savings and an improved workflow;
- Change in technology – following a complete process review new technology was phased in in stages to ensure no disruption to the service beyond an improvement in customer service;
- Improve analysis and the provision of real time information >>> development of Enforma’s performance cube;
- Transparency - as a web-based platform, Enforma provides every supplier with access to their own information;
- Enabling intelligence - WSP KS has gone beyond the original requirements of the contract and using data provided by Enforma, have introduced KBAI maintenance technology to improve maintenance schedules of RMG’s equipment.
The Royal Mail Group recognises WSP Knowledge Solutions as a turnaround partner able to provide business solutions for both large and small issues, not just on a technical basis. We take an holistic approach that considers various perspectives and the overall impact of proposed changes to the Royal Mail environment. Partnership activities continue to progress the relationship and enable the provision of a seamless, well communicated, customer-focused service responsive to changes that support the business strategies within both organisations.
Project information
Client: Royal Mail Group
Project value: N/A
Status: Ongoing. Contract awarded 1999, second term awarded 2004.