11

KINGFISHER IT SERVICES

(KITS)OUR SDI CERTIFICATION

JOURNEY

2

About Us:

We employ

74,000

People

Nearly 6 million

customers shop in our

stores and through our

websites every week!

1,158 Stores

in 10 countries

across Europe!

Home

Improvement

Company

£10.3 billion

Sales

3

today…A mix of internal and external Service Desks

UK

UK

France

Tenerife

Morocco

Poland

Russia

Romania

Internal - ITB&QScrewFixKingfisherKITS

External - ITBrico

(3rd Party)

External – IT & BusBrico Depot

External – IT & BusCastoBricoKingfisher

External – IT3rd Party

Internal – IT & Bus

(KITS)(EPOS EXT)

Internal / External IT & BusKITS

(3rd Party)

Internal – IT & Bus

(KITS)

4

About Us: Service Desk

500,000 contacts

per year!

42 Analysts

10 ManagementPassword

Resets Network

Diagnostics

5 different ways

for users to

contact us!

Helping our

customers 364

days a year!

5

Where we were – 2013

Failing KPI’s

Low Retention

Poor Customer Satisfaction

Service DeskInstitute

1.92Initial Audit

6

Start of the SDI Certification Process…

Implemented CustomerSurveys

Re-organized the Team Structure

UpgradedTechnology

Improved WorkingEnvironment

7

Awarded 2* Certification in 2014

8

Continued on the SDI Certification Journey…

Marketing the Service Desk

Analysts AchievedSDA Qualification

Analysts WorkingIn Stores

People SatisfactionSurveys

9

Maintained 2* Certification in 2015

10

Continued on the SDI Certification Journey…

BCPCharity Work

Social Service Desk

CommunityWork

11

Continued on the SDI Certification Journey…

Service DeskDen

Gamification New ImprovedWebsite

Knowledgebase Updated

12

Continued on the SDI Certification Journey…

TechStop

Service Desk Charters

Customer Engagement

Introduced NewServices

13

Awarded 3* Certification in 2016

14

Today… Our mission is to “help our customers to succeed, striving to provide world class technical support and excellent customer

experience while working together as Kingfisher One Team”

Junior

Analyst

Core

Analyst

Senior

Analyst

Operational

Lead

Team

Lead

Resource

Lead

15

Where we are now…

Hitting

Targets

Good

Retention

Rate

Customer ServiceLevels Above

90%

Improved

Service Desk

Satisfaction

More

Opportunities for the

Analysts

Improved

Engagement

Correct ToolsFor the Job

Leading the Way

For the GroupIntroduced

New Contact

Methods

Stable

Management

TeamEngaging the

Customers

Streamlined

Internal

Communication

User Friendly

Knowledge Base

16

What’s next…Unification of Service Desks

Southampton

ITIL