Challenge
Metso Outotec's management did not get all the information they need for strategic decisions. The Service Desk was doing its best to solve tickets and develop the level of service, however, they were struggling to target their biggest problem areas. There was no clear view of how IT was doing overall.
The IT department would often hear about major issues or problems, however, they were struggling to understand how employees were experiencing everyday services.
Approach
Metso Outotec wanted to find out which services are doing well and where there is room for improvement. They wanted a way of providing direct feedback from end-users to the Service Desk, as well as exposing as much information as possible to a wider audience, in order to create an understanding that everyone is being heard.
Solution
HappySignals Analytics data is now used very widely and actively amongst different user groups. The same data is provided transparently for everybody and is often used on a daily basis.
With HappySignals:
- Service Desk managers and agents can follow up on the results.
- Every person in IT Management is using our analytics.
- The agent calls to the end-user whenever the feedback result is below 6.
- A monthly IT Scorecard is published based on information received from HappySignals.
Metso Outotec is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing, metals refining and recycling industries globally.