We made a visible and
measurable impact to our
client's business
Drop in response efficiency due to unresolved tickets (Source: HDI)
Improvement in project delivery timelines (Source: PMI)
Increase in operational efficiency (Source: Forrester)
Boost in user satisfaction (Source: McKinsey)
Reduction in incident response times (Source: ITIL)
About the Client
A major financial institution, known for its innovation and customer service, faced growing challenges with its Enterprise Mobility Management (EMM) system. The company manages over 120,000 devices, supporting a large user base with 24/7 operational requirements. Their key objectives were to improve system efficiency, reduce incident response time, and enhance user satisfaction.
The Problem
The institution struggled with a surge of unresolved tickets, causing a 20–30% drop in response efficiency. Outdated guides and lack of actionable insights hampered effective incident management. Additionally, the support team faced challenges in maintaining 24/7 service, leading to missed project deadlines and increased user dissatisfaction. Previous attempts to improve the system lacked scalability and failed to address real-time operational demands.
Our Approach
Lauren partnered with the institution to design a tailored Enterprise Mobility Management strategy:
- Overhauled the ticket management system for faster resolutions.
- Streamlined project timelines, improving on-time delivery by 30%.
- Enhanced incident resolution processes with AI-driven insights.
- Optimized resource allocation, boosting operational efficiency by 30–50%.
- Updated the knowledge management system for easier access to critical information
- Refined the EMM platform based on user feedback, improving user satisfaction by 40%.
- Implemented real-time reporting tools to track performance and drive continuous improvement, cutting incident response times by 50%
The Result
Lauren’s solution enabled faster ticket resolution, improved project delivery, and enhanced user satisfaction. Incident response times improved by 50%, and monthly performance reviews helped maintain progress and adaptability. The institution now benefits from a more efficient and scalable EMM system.