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 1,000 customers each month give the organisation a nine or ten out of ten, and that number is continuing to rise. SD Worx is aiming to roll out 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, so we switched to a conference call that also involved a legal officer. Together, they answered my question quickly and efficiently with no need for lots of phone or e-mail correspondence."
SD Worx has received international recognition with this award, which it shares with OneStone, the partner that devised and set up the Mindcraft project.
Kurt Stragier, Customer Experience Catalyst at SD Worx: "We initially launched Mindcraft in Belgium, and now Germany and the Netherlands have jumped on the bandwagon, too. The award is a great way to recognise the special journey we have made together to make our organisation even more customer-oriented.
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 focuses on customer centricity, fully embraces digitisation 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.
More information at www.sdworx.com
