With savings calculated at $300,000 and the proving of RMIT and CompNow’s capabilities over the past 15 months, this is a highly productive relationship for the long term.
At the three-quarter point in the project, the customer satisfaction rating has lifted from a mid 60% mark to well over 80% for the majority of the year. For catalogued items, and pending customer availability, service is being met 93.5% percent of the time.
“CompNow can largely take the credit for the Net Promoter Score (NPS) turn around,” Tim says. “We are expecting a quantum leap in the next 12 months from the really great foundation work we’ve done so far in partnership with CompNow.”
With the new processes in place, RMIT ITS is positioned to further refine and optimise the service delivery model. It has the ambitious aim to further reduce the deployment process to 48 hours – or instantaneous pick up. Plans are in place to improve take up from the standardised catalogue by 50 percent. This is to be enabled by development of ‘user personas’ which categorises internal customers by role or job requirements. Each will have access to a particular range of machines which will enable accurate buffering of CompNow-held stock levels.
Feedback from RMIT’s users is glowing. Staff are very impressed with the new levels of issue free, efficient service. The deployment team are “quick, polite & expert”.
The next step in RMIT / CompNow’s creative service planning is for users to have the ability to access an internal store and book an appointment, similar to a Genius Bar experience.
The determination is to get to a point where CompNow can deliver a requested device, in a box, and have the user enter their credentials to start the machine’s self-build. This will result in even greater speed and user convenience, as well as reduced onsite requirements and associated expense.
“It’s easy to lose sight of what’s happening with this project because it has been without the negatives that so often put IT developments front of mind. It’s working so well, we are proudly delivering on our strategy: even simpler systems and lower costs,” Tim says.