“Healthy IT services are crucial for a successfull and seamless business”.

Damartex group is a French company that owns ten well-known clothing and home & lifestyle brands. the Damart clothing brand has been a household name in France, Belgium and the UK for decades since it was established in 1953. Damartex headquarters is in France,  and the company has a worldwide presence and outreach. Damartex employs a total of approximately 4000 people worldwide.

For an omnichannel company such as Damartex, a healthy IT infrastructure is crucial. Most employees rely heavily on IT on a daily basis.

Shops, fashion design, call centres, tailor-made marketing, high responsive ecommerce websites, Business to Business platform, catalogue creations and in-house warehouses: so many businesses are linked to IS performances.

Therefore, Damartex wants to ensure that their end-users are satisfied with the use of IT.

Damartex wants to ensure that their end-users are satisfied with the use of IT.

Guillaume GALASSO, IT Operations Director Damartex: 

“At the end of 2018, we started working with Yorizon to measure and monitor our end-user IT-satisfaction in the same time we were implementing a new IT organization and launching a 3-year strategy plan.

Initially, we had a ticket based NPS (Net Promoter Score), but this focused more on day to day situations and incidents. We wanted to broaden our measurement to all IT aspects (from projects to devices, via business applications). To enable improvement, it is important for us to receive continuous feedback from our end users.

By combining our inputs and Yorizon’s expertise, their team created a questionnaire that was tailored to our specific interests.

Yorizon’s questionnaire has a modern, user-friendly format. For Damartex they provided the survey in French, Dutch and English. This makes answering the questionnaire a more pleasant experience for all our end-users.

The response rate confirmes this: 46% of the invited end-users responded to the questionnaire, which is well above the Yorizon Benchmark.

Damart

We wanted to broaden our measurement to all IT aspects. 

Damartex GroupThe response rate confirmes this: 46% of the invited end-users responded to the questionnaire, which is well above the Yorizon Benchmark.

The questionnaire’s results provide us with a real insight into our IT situation. The results are summarized in a PowerPoint presentation and all our data is accessible through an online QlikSense dashboard. The accessibility of all this data makes it possible for us to thoroughly assess where we stand and identify actions plans. Aside from this raw data, our end-users also write open comments. This helps us understand their personal experiences with IT, and from these comments we can glean even more information.

We’d like to maintain high level of IT services quality, which generates greater productivity, collaboration and creativity. Future measurements will allow us to track the improvements that we have made. It is easy to monitor each indicator and to focus on specific perimeters (country, department,  ..).

We have a strong 3-year strategy plan : Yorizon’s services can help us stay aware of how this affects our end-users and help set tactical changes to be more accurate for end-users.”

If you’d like to know more, give us a call at +31 (0)10 240 9088 or contact us