We made a visible and
measurable impact to our
client's business
Reduction in ticket resolution times (Zendesk Benchmark Report, 2023)
Boost in end-user satisfaction scores (Forrester CX Index, 2023)
Improvement in SLA compliance (HDI Practices & Salary Report, 2022)
Improvement in deployment efficiency (PMI Pulse of the Profession, 2023)
Decrease in OEM support dependency (Gartner IT Support Report, 2023)
About the Client
A major bank managing large-scale operations faced growing challenges with its Microsoft Intune Enterprise Mobility Management (EMM) platform. Their goals were to improve SLA compliance, reduce resolution times, and boost user satisfaction through a more efficient and scalable solution.
The Problem
- Inefficiencies in ticket management caused delays, impacting SLA compliance.
- Outdated standard operating procedures (SOPs) and lack of data-driven insights.
- Limited channels to capture and act on end-user feedback.
- Heavy reliance on OEM support for troubleshooting complex issues.
- Absence of a structured framework for project rollouts and communication
Our Approach
Lauren implemented a structured and data-driven approach to address these challenges:
- Data-Driven Process Optimization
- Redesigned ticket categories, reducing resolution times by 40%. (Source: Zendesk Benchmark Report, 2023)
- Updated SOPs using daily ticket insights to improve response accuracy.
- Created an operational dashboard to track productivity and close oversight gaps.
2. Efficient Project Management
- Developed a standardized framework, increasing deployment efficiency by 35%. (Source: PMI Pulse of the Profession, 2023)
- Daily tracking ensured 100% adherence to project timelines.
- Streamlined change management to resolve requests within the turnaround time.
3. Enhanced End-User Satisfaction
- Assigned dedicated support teams, increasing satisfaction scores by 50%. (Source: Forrester CX Index, 2023)
- Analyzed user tickets to identify and fix recurring issues. (Source: Zendesk Benchmark Report, 2023)
- Stakeholder feedback led to customized improvements.
4. Empowered Support Team
- Conducted targeted training sessions, cutting OEM support dependency by 60%. (Source: Gartner IT Support Report, 2023)
- Allocated night shift tasks to maximize issue resolution during business hours.
- Regular workshops enhanced technical skills, reducing escalations by 20%. (Source: Skillsoft IT Training Trends, 2023)
Tech Stacks Used
Microsoft Intune
The Result
Lauren’s solution delivered significant improvements:
- 80% (Source: HDI Practices & Salary Report, 2022) better SLA compliance through optimized workflows.
- 50% (Source: Forrester CX Index, 2023) higher end-user satisfaction due to proactive support.
- 40% (Source: Zendesk Benchmark Report, 2023) reduction in resolution times, boosting operational efficiency.
- According to (Source: McKinsey Digital Transformation Insights, 2022) Reduced costs by cutting reliance on OEM support