Earlier career
A service desk that recovered after a move
Incidents fell 35%, and customer satisfaction rose from 50% to 65% in four months.
Led by Amir Nair before he founded Amanstra. This was not an Amanstra engagement.
In numbers
Customer satisfaction
Before50%
After65%
−35%incidents
3xreturn on investment
The situation
A service desk moved to a new location, and service quality dropped sharply. New staffing and practices could not handle demand. The company hired 160 people in three months to contain the damage. KPIs and service levels were not visible, and the existing tools were under-used.
What we did
- Moved work from first-line support to self-service.
- Applied operational excellence and knowledge management.
- Built skills, and monitored quality.
- Set up a service management framework with end-to-end service levels.
The result
- Incidents fell 35%.
- Customer satisfaction rose from 50% to 65% in four months.
- The programme returned three times its investment.
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