The Journey to 5 Star Service

We embarked on our journey towards achieving 5-star world-class accreditation with a vision to benchmark our operations against the industry’s best, thereby elevating our service to clients. This pursuit stemmed from a desire for self-improvement and a commitment to providing exceptional support aligned with Clifford Chance's strategic direction. Our journey began with an in-depth analysis of our Service Desk, identifying areas for improvement and leveraging our existing strengths. We developed a strategy with clearly defined measurable goals focused on service quality. Implementing this strategy involved comprehensive staff training, upgraded technologies, and process reengineering to maximise operational efficiency and responsiveness. The benefits of this journey have been substantial: marked improvements in customer satisfaction, operational efficiency, and team morale. Benchmarking against industry best practices provided a clear roadmap, ensuring we stayed aligned with world class standards. Throughout this process, our focus always remained on the client by fostering a culture of feedback and continuous improvement, we exceeded client expectations. Our approach to recruiting and retaining the right talent was crucial because it ensured we had a skilled and motivated team capable of driving our initiatives forward. This approach highlighted the importance of building a strong workforce to achieve operational excellence and sustained success. A pivotal factor in our success has been our unique partnership with Microland who manage our service desk in Bangalore, India. This open and transparent relationship was decisive in driving our service desk transformation. Microland’s clear communication and genuine commitment to our goals have empowered us to effectively tackle challenges, continuously innovate, and achieve exceptional results.