Ahlstrom-Munksjö

112% increase in happiness

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112%

Increase in Happiness

69%

Reduction in loss time

Challenge

In 2018, Ahlstrom created a big merger with Munksjö. They decided to bring in HappySignals to their IT stack in order to continue getting feedback from their new end-users - how Munksjö employees were experiencing their new IT services. 
 
In early 2019, Ahlstrom-Munksjö discovered they had the ‘Watermelon Effect’ within their company where Service Level Agreements (SLAs) were reporting that targets and contracts were being met (green), whilst their end-users were in fact not highly satisfied with IT (red).
 
Ahsltrom-Munksjö has previously been conducting annual satisfaction surveys. They combined this data with the recently onboarded HappySignals data to understand what is making end-users unhappy and potentially also unproductive.

Approach

After analysing the combined annual survey results with HappySignals data, Ahlstrom-Munksjö’s IT executive management team turned to HappySignals for help on creating an action plan on how to solve end-user satisfaction issues. They started ‘Project Happy’ a continuous improvement program.
 
All possible actions to improve onboarding, email notifications, processes etc. were covered, as well as looking at user satisfaction from all cornerstones.

Solution

HappySignals data was made the key source of feedback and experiences; now all IT management team members can fully access it, in a multidimensional way.  The data is followed and analyzed in operational management meetings.
 
Ahlstrom-Munksjö IT management are able to see real-time data and results, which also motivates their outsourced service desk agents, as agents are able to see how their service is impacting end-users, and work to improve service delivery when necessary.
 
Experience Level Agreements and HappySignals NPS (Happiness Score™) is today a key metric in Ahlstrom-Munksjö’s service delivery with their main partners Tech Mahindra and Tieto. They follow the data continuously, and have also agreed on rewards for exceeding targets. This has also boosted a positive atmosphere within their MSP, as they are now able to justify their service efforts.
 
As a visible result from the focus and efforts on improving employee experience, there has been a 112% increase in end-user happiness and a 68% decrease in lost time between October 2019 and September 2020
 
AH video graph
HappySignals has really helped Ahlstrom-Munksjö to more smiles and less time wasted.

 

Facts

  • 8000 employees
  • Platform: ServiceNow
  • Usage started: December, 2018
http://www.ahlstrom-munksjo.com

Ahlstrom-Munksjö is a global leader in fiber-based materials, supplying innovative and sustainable solutions to its customers.