How Kalmar Improved IT Support Experience with HappySignals

In this customer webinar, Kimmo Kukkonen, End User Support Lead at Kalmar, shares how his team uses IT Experience Management (ITXM) and HappySignals to move beyond traditional metrics and truly understand how employees experience IT.

Speaker: Kimmo Kukkonen,
End User Support Lead at Kalmar

Host: Jana Avdeeva,
Event Marketing Manager at HappySignals

Register to hear how Kalmar turned employee feedback into actionable insights and real improvements in IT service delivery:

✅ Move beyond traditional IT metrics

Why SLAs, ticket closure rates, and other operational KPIs are not enough to understand the real impact of IT services on employees

✅ Reveal hidden friction in IT support

How experience insights exposed issues that traditional metrics completely missed

✅ Prioritize the improvements that matter most

How Kalmar used employee feedback and experience indicators to focus improvement efforts where they would have the biggest impact

✅ Improve service quality through continuous feedback

How listening to employee experience and acting on insights helped improve the overall IT support experience

✅ Reduce productivity loss

How analyzing lost time from IT issues helped the team understand the true business impact of service problems and prioritize improvements.