Vista strongly believes that there is an important value-added component that underpins our services: our CSI (continuous service improvement) culture. This is deeply embedded within our business and is driven by data analytics and subsequent data insights.
As Vista provides our services in-house and with our own systems and using our own people, we can collate large volumes of service and incident data. We analyse this data and use the insights gained to identify problems and root causes to drive innovation and development of services.
We analyse our service data for all our existing customers but have also been asked to provide insights for businesses that do not use our services today.
We analyse customer fault information to a granular level to provide data insights to identify areas of focus which we refer to as the “biggest bubbles of opportunity to improve”. These “bubbles” are the trends that both Vista and the customer review on a regular basis to discuss the analysis and determine potential solutions to reduce or eradicate the potential for repeat and future failure.
This approach improves efficiency and effectiveness of the services and in turn reduces the costs of service. We believe that Vista were the first retail and hospitality IT managed services business to embed the CSI approach into its service offering and today it’s very much part of our culture.
Lloyds Pharmacy benefited from Vista’s CSI approach when we identified a high level of failures within their laser printer estate. The printers are considered business critical to Lloyds as they are used by the pharmacist to print prescriptions. However, these printers had a very high failure rate, would cause operational challenges for the pharmacist when they failed, were costly to support due to the high failure rate and subsequent high priority for these fault calls.