Case Study: Stella in action at CodeBlue
The rise of CodeBlue to become New Zealand’s most successful IT managed services company in the SME market is due in large part to superior customer acquisition and retention, driven by industry-leading customer satisfaction.
CodeBlue general manager Ian Funnell says one word summarises the key driver of CodeBlue’s market advantage: STELLA.
“Stella is fundamental to every step of our customer engagement,” Funnell says. “We use Stella right at the outset with new customer bids. The customer information and proposed managed services solution developed during the sales process carries forward into site documentation and knowledge management to manage customer services post implementation.”
Stella’s reporting and analysis features are fundamental to regular strategic reviews, Ian Funnell says.
“It’s not an exaggeration to say that Stella is the single most important tool we have in our business. It helps us win business. It helps us deliver services which are profitable for us, but also result in lower costs for the customer. The results speak for themselves: what we believe are the highest customer satisfaction and customer retention performance in our industry.”
Speaking from his pre-CodeBlue experience as a senior services manager at two of New Zealand’s largest IT managed services companies, Ian Funnell has a real world appreciation of how IT services companies wrestle with customer service Knowledge Base solutions that promise much but fall short on delivery. Easier than Google
“Every IT services company says they have a knowledge base backing up their service desk,” Funnell says. “But in my experience there’s a lot of smoke and mirrors. It was just too hard and people turned to Google. The thing is that Stella is easier than Google.
“Stella is the real deal and it’s become a real differentiator for CodeBlue. At the outset of a customer engagement we encourage prospective customers to come and see it demonstrated. We have not lost a single deal to a competitor after one of these demos.”
One of the key measures of Stella’s effectiveness, Funnell says, is that CodeBlue’s first call service resolution rate consistently exceeds 80 percent. This, he says, is due to the speed and ease with which site documentation can be kept updated, providing a foundation for a Knowledge Base which is equally fast and intuitive to use. When a problem is resolved the fix is immediately available to all service desk staff and engineers in the field. Stella ‘captures’ knowledge and processes and empowers service desk staff and engineers by being so easy and intuitive to use that they enjoy and get satisfaction from feeding in new information and being part of an organic service development process.
“Documentation is the bane of every service business. If you can provide a good and easily accessible tool then it will be used. Because Stella is so easy and intuitive to use, it gets used – from customer onboarding with initial system review, quarterly update reviews, roadmaps, strategic planning based on up to date historical performance data – you name it, Stella enables it,” Ian Funnell says.
“I am using Stella with my sales guys. The customer information we gather as part of the sales process, including a systems review, feeds into the Knowledge Base which is then further expanded when the prospect becomes a customer. Stella makes it a seamless and continuous process – and a major point of difference for us in a competitive market.”
“It’s an intranet, a Knowledge Base and a whole lot more...it’s the online business environment everyone at CodeBlue uses every day.”
- Ian Funnell, CodeBlue General Manager