An insurance-sector organisation handled a high volume of IT requests with response times not always aligned to internal users' expectations, generating repetitive load on the team and productivity dips.
We introduced a multichannel Service Desk with ITIL processes, automated ticket classification and a dynamic knowledge base, supported by SLA reporting for continuous improvement.
The combination of automation and structured processes enabled a reduction in recurring tickets in the order of 35%, freeing the team for higher-value activities and improving user satisfaction.
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