Service Support Desk
A key element in the delivery of the services to the RSME was the creation of an information management system and a call centre facility. The Service Support Desk, SSD, went live at contract start and is the one stop shop for all the needs of the RSME. The SSD team manage the interface between the customers and the delivery teams and input data onto the information management system which drive the performance management regime.
The Holdfast MD states: ‘The Service Support Desk is a fantastic example of the way we have been able to deliver real benefit. You can pick up a phone, speak to someone who knows the sites and has understanding of the problems and will, through the Holdfast supply chain, arrange to get the issue remedied. We have had some very positive feedback so far’.
The SSD handle in the region of 600 calls each week and is viewed as an early success in this 30 year project.’
The SSD can be contacted on 01634 829944.