Six Degrees wins “Best CRQ Response 2024” Award

Six Degrees has been a client of ours since 2020 and it has been a privilege to work with the team for the past four years on their journey to greater customer centricity.

Fiona Lynch has been the Deep-Insight CX consultant working most closely with Chris Blofield, Conley Newall and the Six Degrees team to improve their Customer Relationship Quality (CRQ) scores this year.

Fiona has been hugely impressed by the strategic response from the leadership team, starting with their commitment to ‘Customer First’, a core value to place the client at the heart of organisation. 

Fiona adds:

“The response from Six Degrees right across the organisation to last year’s CRQ assessment was incredibly well executed and their jump in scores really reflects their efforts. We’re delighted for them.”

The leadership response from Six Degrees throughout 2024 has been impressive:

  • Automating client-facing report production and implementing AI-powered productivity tools, enabling Sales and Service Delivery Managers (SDMs) to focus on more valuable client activities
  • Adding SDMs to an additional 70% of client accounts through increased resourcing
  • Completing 261 proactive problem improvements, focusing on platform resiliency, fine-tuning alert systems, proactive capacity management, and implementing best practices in environment configurations, resulting in a 30% reduction in major outages
  • Strengthening our governance framework with improved quality checks to ensure timely and concise communications with clients
  • Introducing real-time dashboards to track the lifecycle of tickets through our system, leading to a 6% increase in ticket resolution performance over the last quarter
  • Automating the resolution of simple tasks, resulting in 114,000 self-healed events over the past year
  • Enhancing change management processes to increase visibility of change impacts and risk assessments, achieving a 98% success rate in change implementations over the past year
  • Automating contract renewal notifications to improve awareness, transparency, and proactive communication, preventing unintended contract roll-overs
  • Improving the billing experience through direct engagement with our Billing Management team to resolve issues and provide customisations, such as the use of cost centres

These initiatives reflect Six Degrees’ commitment to maintaining the highest standards of service quality, proactivity, and transparency with its clients.

Huge congratulations to everyone in Six Degrees who work so hard on a daily basis to provide clients with an amazing experience.

Rose Murphy

 

Six Degrees appointed Vince DeLuca as Chief Executive Officer in 2024 as it sought to distinguish itself as the UK’s leading provider of secure, integrated cloud services. Vince commented on this year’s award:

“We’re incredibly proud to be recognised for our commitment to our core value of ‘Customer First.’ At Six Degrees, actively listening to and acting on our customers’ insights is fundamental to driving meaningful change and delivering exceptional outcomes.

This recognition reflects the dedication and hard work of our entire team over the past year. With the continued support of Deep-Insight, we are excited to carry this momentum forward into the year ahead.”

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About Six Degrees

Protecting UK organisations and helping them thrive in the cloud by giving them secure platforms to innovate and grow. At Six Degrees we’re all about enabling our clients to achieve more; providing superior secure solutions, powered by our passionate people.

Find out more about Six Degrees at www.6dg.co.uk.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.