SDL Property Management have been a Daktela user for over 12 months now and recently completed an employee survey to get feedback on the solution ahead of the contract renewal process. Involving users in this way is a great way of validating the success or failure of any new technology deployments. We are pleased to say that the information shared with us by SDL clearly points to the implementation of our solution as a success.
In the responses there were few negatives and the overall rating from the users was a massive 79.1% satisfaction rating. Comments made by individual users included statements such as “It enables us to monitor volume, productivity and customer response times”, “ Being able to search and filter is brilliant as we can give focus on our Hot sites and properties with ease”. Some of the more recent users have quickly begun to appreciate the benefits of our system as this new user indicates “ We’ve only been using it a week and already it has a massive impact.”
Some of the simplest observations are often the best and here are just a few of the comments made “Being able to manage calls and emails together”, “You can easily see who is dealing with an email and see what responses have been sent” and “I like the report element and the ease of inserting a template into an email”.
Often in a Contact Centre environment it is difficult to get any positive feedback on new technology deployments and we are therefore proud to be able to share the above feedback which is a testament to the way the SDL Property Management IT team introduced the system to the business and of course the system itself.