Challenge
Management does not get all the information they need for strategic decisions. Service Desk is doing their best to solve tickets and develop their service, but it is not clear where the biggest pain points are. There is no clear view on how IT is doing overall.
You often only hear when there are issues or major problems, but how about the daily use: How are we doing with the services that people are using every day?
Approach
Find out which services are doing well and where there is room for improvement. Provide feedback directly from users to Service Desk. Expose as much information as possible to a wider audience to create an understanding that everyone is being heard.
Solution
HappySignals Analytics data is used very widely and actively amongst different user groups. Same data is provided for everybody, often used on a daily basis.
- Service Desk managers and agents follow up on the results.
- Every person in IT Management is using the analytics.
- The agent calls to the end user whenever the result is below 6.
- A monthly IT Scorecard is based on information received from HappySignals.
Metso is a world-leading industrial company offering equipment and services for the sustainable processing and flow of natural resources in the mining, aggregates, recycling and process industries.