Large multinational construction, property and infrastructure company

Business Issues

• Low self service rates due to Service Catalog not being easy to consume.
• High volume of requests via phone/email.
• Lack of responses to Surveys resulting in user experience not being measured. 
• Minimal indicators of the quality of services being provided by IT.
• Survey Reporting not providing actionable Information.

Business Issues

• Redesigned Portal experience creating delight for users.
• Intuitive Catalog reducing reliance on phone/email channel.
• Implemented Net Promoter Score Survey, collecting valuable data for strategic decisions.
• Developed powerful survey metrics and reports for detailed response analysis.

Increased user adoption for service offerings

50%* Increase in actionable Survey Responses

100%* Increase in available user experience data

Better visibility of the quality of services

*projected metric

“TMLabs provides quality services, predictably but with maintained flexibility and full transparency. I believe they are priced along with the rest of the market but deliver with higher levels of professional management.”

Service Improvement Manager