HR service provider SD Worx has prioritised customer orientation for many years. In 2015, the organisation summed up its customer vision for the SME segment in three words: simple, specific and promise. SD Worx set up the Mindcraft project to turn that promise into a reality.
The idea behind Mindcraft is to detect and resolve possible customer dissatisfaction before complaints arise. By offering a proactive response, SD Worx is able to turn negative emotions into positive experiences. The aim is to achieve a score of at least nine out of ten in the next customer survey. At present, around 750 customers each month give the organisation a nine or ten out of ten, and that number continues to rise. SD Worx is aiming to launch Mindcraft in all its offices in ten different countries.
One of these satisfied customers, Benoit Van Huffel of Viata online pharmacy, explains his score: "While speaking on the phone with the payroll officer, a technical issue came up. We then switched over to a conference call, with a legal assistant becoming involved in the conversation. Together, they answered my question quickly and efficiently with no need for lots of phone or e-mail correspondence."
These efforts are receiving international recognition in the form of a nomination for two International Customer Experience Awards. SD Worx is sharing this double nomination with OneStone, the partner that helped to conceive and set up the Mindcraft project. SD Worx will present the project to a professional panel of judges at the Movenpick Hotel in Amsterdam on Tuesday 20 November. The panel members are experts from various sectors. After the presentations, they will select a winner in each of the 18 categories.
Kurt Stragier, Customer Experience Catalyst at SD Worx: "We launched the project in Belgium first, and have since rolled it out in the Netherlands and Germany. We work hard and are proud of the scores we receive for customer orientation. These nominations are a fantastic way to recognise the special journey we have taken together to make our organisation even more customer-oriented.
More information about the International Customer Experience Awards is available at www.internationalcxawards.com.
As the leading European player in payroll and HR, SD Worx provides worldwide services in the areas of payroll, HR, legal support, training, automation, consultancy and outsourcing. It has a customer-centric approach, focuses on digital leadership and is committed to international growth. Today, more than 65,000 large and small organisations worldwide trust in SD Worx and its over 70 years of experience.
The 4,150 employees at SD Worx operate in ten countries: Belgium (HQ), Germany, France, Ireland, Luxembourg, Mauritius, the Netherlands, Austria, the United Kingdom and Switzerland. SD Worx calculates the salaries of some 4.4 million employees and achieved a turnover of €443 million in 2017. SD Worx is co-founder of the Payroll Services Alliance, a global strategic network of leading payroll companies that together provide 32 million payroll calculations.