Case Study

An ambitious digital strategy and program of work to deliver improved Support Productivity And Customer Experience:

Over three years a large financial services organisation implemented a strategy to improve its physical and digital IT support services. The objective was to provide a better customer experience ensuring customers received timely and attentive support when they needed it most.

By 2022 a group wide digital-first support experience had been established that would efficiently resolve issues and help their customers work without disruption.


The strategy was built upon 5 key improvement themes:

  • Self-service
  • Personalised channels
  • Automated resolution
  • Customer insights
  • Employee experience

To discover more about how this was achieved please read through this detailed case study: Transformation of IT support brings digital-first experience