MILESTONE TECHNOLOGIES
Demonstrating performance through service excellence Milestone ’ s unique service methodology is the secret sauce that allows them to deliver differentiated services to their clients . This methodology is the framework used to collaborate with their clients to validate requirements , test implementations , deliver high-quality services , and provide value through continuous improvement . By leveraging its blended approach of people , process and technology , Milestone collaborates with its clients to deliver a differentiated and customised service .
Milestone values transparency and to demonstrate this approach , utilises service excellence , and XLAs ( experience level agreements ), to consistently deliver above and beyond clients ’ expectations .
Olivier Crene , SVP & GM of Customer Experience & Infrastructure Services , adds : “ You can learn how to monitor customer satisfaction and provide delivery success from the watermelon analogy . The green on the surface is the SLA , indicating good performance , but there ’ s still a big chunk of red below the surface , which is XLA and potentially indicates poor employee experience .”
Several solutions are aimed at achieving operational and customer service excellence . Milestone has been implementing digital workplace solutions and private cloud operations using 24 / 7 monitoring , coupled
“ You can learn how to monitor customer satisfaction and provide delivery success from the watermelon analogy . The green on the surface is the SLA , indicating good performance , but there ’ s still a big chunk of red below the surface , which is XLA and potentially indicates poor employee experience ”
OLIVIER
CRENE SENIOR VICE PRESIDENT AND GENERAL MANAGER OF CUSTOMER EXPERIENCE AND INFRASTRUCTURE SERVICES AT MILESTONE TECHNOLOGIES , INC .
with application services and consulting . This ensures that Milestone ’ s clients experience round-the-clock support to respond to all events and incidents at an enterprise scale .
Mike Riep , SVP & GM of Business Delivery , explains : “ We deliver an experience to our clients that exceeds expectations and is aligned to their business outcomes so that we ’ re always driving long-term success through true partnership .” milestone . tech 15