We made a visible and
measurable impact to our
client's business
Faster response times improving productivity, according to HDI.
Boost in employee morale through recognition programs, as reported by SHRM.
Increase in operational efficiency through automation, based on insights from Forrester.
Reduction in operational costs as noted by ITSM Review.
Savings on IT costs with effective asset management, according to Gartner.
Improvement in service delivery with better vendor management, as highlighted by Deloitte.
About the Client
A leading housing finance company in India with over 12,000 employees and 13,000 IT assets across 450+ locations faced growing IT support challenges. Their goal was to improve service delivery, reduce wait times, and enhance resource allocation to meet increasing operational demands.
The Problem
The company faced operational inefficiencies due to:
- High volume of unresolved requests, leading to poor response times.
- Inefficient resource allocation, causing delays in ticket resolution.
- High vendor turnover, disrupting service consistency.
- Lack of performance tracking, making it difficult to identify and resolve issues.
Our Approach
Lauren revamped the ticketing system, automated processes, and upgraded client tools. We trained IT staff and established regular review meetings. A Reward & Recognition program boosted morale.
The Result
Despite a 25% increase in manpower, the company improved response times by 30% , met all SLAs, and achieved a 20% reduction in operational costs. Lauren's solutions established a streamlined, scalable IT support system, primed for future growth.