Hampshire: Tiger launches new role to strengthen customer offering

Tiger, a workplace data analytics firm, has launched a new internal role that focuses on customer experience and helps organisations to unlock their call data to inform business-critical decisions.

Richard Burt joins as the Hampshire-headquartered company’s head of service management and possesses 20 years’ experience in the IT sector. During this time, he has supported complex global organisations from sectors including finance, industrial gases, aviation, telecommunications and central government.

As well as handling multiple large-scale support contracts – the most substantial being £26 million – Burt has expertise in service delivery and transformation. A career highlight involves more than doubling the end-user satisfaction from 31% to 71% for one of the UK and Ireland’s largest industrial and medical gases company.

“I wanted to be part of an organisation that recognises the importance of employees and technology working together and that was not only going places but had a strategy to support that vision too – Tiger 100% fits the bill,” said Burt, who has held positions at Virgin Media and the Foreign and Commonwealth Office.

Tiger is a 45-strong team that helps 600 customers – spanning sectors such as financial services, legal, manufacturing, and public sector including the NHS – to make sense of over three trillion pieces of call data per year, in order to improve workforce efficiency and inform business-critical decisions. It has recently rolled out a new module to help businesses optimise Microsoft Teams licences and further engage employees.

As lockdown continues, Burt believes there has never been a more vital time for company leaders to tap into the power of workplace data analytics and innovative technology.

“Organisations are realising that people can work from home and collaborate in different ways,” said Burt. “The challenge now is to realise how managers can better understand the data they’re sat on to improve productivity, motivate employees, enhance customer experience and inform business-critical decisions. That’s where Tiger comes in.”

Commenting on how Tiger’s new addition will further assist clients by strengthening its SaaS and managed service proposition, chief operating officer Ben Nicklen, said: “Richard joins us with a wealth of specialist knowledge and experience in building and maintaining long-standing customer relationships.

“His own personal values align to Tiger’s culture and he is a strong communicator so he will be integral to leading our migration towards a multiskilled, unified services team.”

Speaking about Tiger’s growth plans for 2021, Nicklen continued: “It’s important that we maintain our excellent customer relationships so that we continue to provide a consistent approach and experience across the entire client base.

“We’ve completed an initial process review and enhanced our incident management practices. And we’re now excited to get our next steps underway which include benchmarking our existing service performance with customers and partners to deliver on Tiger’s strategic objectives.”