Digital transformation of an IT service provider's service organisation
Starting point
A mid-sized IT service provider with around 450 employees faced the challenge of unifying its grown service processes and sustainably increasing customer satisfaction.
Our contribution
- Analysis of the existing service and support processes
- Definition of a target organisation based on ITIL principles
- Introduction of standardised service management processes
- Guiding managers and employees through the change process
Result
- 35% reduction in handling times
- Transparent service KPIs across all locations
- Significantly improved customer satisfaction
- A service culture firmly anchored for the long term