Metso

Metso

Everyone can utilize HappySignals data

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If you measure user happiness, that is what you’ll get!

Vesa Erolainen, CIO

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.

Facts

  • 11000 employees
  • Platform: Remedyforce
  • Usage started: June, 2017
http://www.metso.com