A government institution wanted to offer its staff members a system to have access to a telephone-based service desk for their enquiries. This process was required during a previous lockdown, in which employees were working from home. The institution was concerned about their staff working remotely, not being able to interact with each other and not having enough support. The previous system used by the institution operated only during working hours with limited flexibility for employees working from home. The organisation wanted its staff to speak with someone directly during and outside working hours without having to log in to a call electronically. The client required a cost-effective solution that could be implemented in a short time frame.  

risual offered its out of hours service desk delivered by its FTE (full time equivalent) with proven track of excellent service based on previous experiences with other clients. The Microsoft cloud was also integrated to ensure all the client’s requirements were met. 

After 6 months of integration with the new services, the client saw very positive results with high staff satisfaction and productivity. As a result, the institution extended its contract for another 6 months with further services to include other business applications employees could access for support. Due to high levels of employee satisfaction the organisation currently holds a permanent contract with risual that integrate a complete line of support during working hours. All staff members have access to expert support on Microsoft technology.   

Employees first

The institution invested in expert support, increasing employee overall productivity and satisfaction who have access Microsoft technology. The organisation also saved time and costs from its previous support system.  

With the ongoing success of the institution, new projects are coming up to implement Azure Sentinel and Defender. This system will provide a Security Operations Centre for the client’s support team.  

risual and the institution have been working together over the past year to develop the staff support options. The client provided consistent feedback with the NPS (net promoter score) measurement, rating risual’s most recent services 10/10.  

The client was very satisfied with Matthew Jones’s (Support Engineer Apprentice at risual) work on the project. 

“Matthew was extremely helpful in a terrible situation I was in with my computer system and went above and beyond to help” 

risual currently holds an NPS score of 74, which is significantly higher than the industry average (60), demonstrating a strong focus on client satisfaction.       

If you wish to start your business transformation, please contact risual on 0300 303 2044 or email enquiries@risual.com  

Follow us on Twitter and LinkedIn for more information!

About the author