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