Customer Pain Points

• Rapid scaling required for nationally significant events.
• Need to replace legacy systems and digitize workflows.
• Identify costs, services, customers, and team responsibilities.
• Integrate two distinct service management models.
• Move to a new supplier—what to expect?
• Establish credibility with new, demanding customers.
• Contract negotiation support for service management and procurement.
• Service delivery needs improvement; require maturity assessment.
• Assistance with service recovery for customers in crisis.
• Resolve process shortcomings identified by auditors.
• Orderly handover to BAU support for technical solution rollouts.
• Improve customer satisfaction through process review.

Results & Outcomes:

• Services delivered to VIP-grade standards within tight timeframes.
• Legacy systems replaced; workflows fully digitized.
• Achieved visibility and control over costs and team roles.
• Successfully integrated two service management models.
• Provided clear guidelines for supplier transition.
• Built trust and credibility with new customers rapidly.
• Negotiated favorable contracts leveraging service management expertise.
• Identified maturity gaps, drove improvements in service delivery.
• Facilitated recovery for customers facing critical issues.
• Audit findings addressed; process improvements implemented.
• Established reliable BAU support for ongoing technical solutions.
• Raised customer satisfaction scores through targeted enhancements.