Cegal delivers perhaps the world's best service desk
"World Class Service" is the unofficial slogan for Cegal. The service desk lives up to this. In 2021, 89 per cent of all incoming cases were resolved by the desk and customer satisfaction scored an average of 5.2 on a scale up to 6.
Many people associate IT support service desks with large and impersonal call centers. This is not the case with Cegal's service desk. Here, the main focus is on the customers and their employees. The goal is to provide the world's best first-line support with smiling, enthusiastic and customer-centric employees.
It's difficult to prove whether Cegal's service desk is the best in the world, but the customers' employees are very pleased with the help they receive. Customer satisfaction metrics show that users get good and fast help. In 2021, the service desk scored an average of 5.23 on a scale up to 6. In June 2021, the average score was 5.65 and the score has never been lower than 5.
It's no coincidence that the score is so high. Cegal's service desk works according to industry standard ITIL processes for efficient case management. And the service desk resolves nearly 90 percent of incoming cases with first- and second-line support.
Stavanger, Aberdeen, London and Kuala Lumpur
Cegal service desk is located in four locations: Stavanger, Aberdeen, London and Kuala Lumpur. From here, several global and national, large and small customers are served in the oil and energy industry and other industries such as health and service industries.
Many of the customers' employees are offshore. And among those who need help from the service desk, we find highly qualified employees such as geologists, engineers and technicians.
"We solve most of the inquiries quickly without the customer having to call again or that we have to call back. This leads to happy customers", says Andrea Torland, Senior Service Desk Engineer at Cegal.
“A geologist who can't get the job done on a platform is very expensive. Then it is profitable with a good service desk that solves problems quickly."
Andrea Torland, Cegal
Watch a video about Cegal service desk here >
Resolves 3,000 cases per month
Each month, the 30 employees on the service desk resolve an average of 3,000 cases. Employees are reached by phone, chat and email, or via our self-service directly from Cegal Portal. The questions revolve around forgotten passwords, access requests to systems, software, and services. Or there may be things that have stopped working, like problems with applications, networks, printers, and so on.
"We want our customers to have one point of contact with Cegal and that we solve their problem quickly. With a phone response time of an average of 15 seconds, we are always ready to help", says Andrea Torland.
How do you get such a high solution share and so many satisfied customers?
"We focus fully on our customers and we only hire nice and welcoming people", says Torland, adding:
"To ensure the quality of our deliveries, we focus on development and documentation. This is done by creating regular courses focusing on new customers, safety, product, technology, processes and routines. We are continuously working on updating documentation, which contains general routines and processes, as well as customer-specific information.
“A smile can be heard through the phone."
Andrea Torland, Cegal
Cegal service desk is open 24/7 all year round and serves customers all over the world onshore and offshore.
