Large multinational construction, property and infrastructure company
- 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.
- 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
“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