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Transforming Enterprise Mobility Management for a Leading Bank. 
IndustryBanking & Financial Services
ServicesManaged Services

We made a visible and measurable impact to our client's business

Reduction in ticket resolution times (Zendesk Benchmark Report, 2023)

40%

Boost in end-user satisfaction scores (Forrester CX Index, 2023)

50%

Improvement in SLA compliance (HDI Practices & Salary Report, 2022)

80%

Improvement in deployment efficiency (PMI Pulse of the Profession, 2023)

35%

Decrease in OEM support dependency (Gartner IT Support Report, 2023)

60%

About the Client

A major bank managing large-scale operations faced growing challenges with its Microsoft Intune Enterprise Mobility Management (EMM) platform. Their goals were to improve SLA compliance, reduce resolution times, and boost user satisfaction through a more efficient and scalable solution. 

The Problem

  1. Inefficiencies in ticket management caused delays, impacting SLA compliance. 
  2. Outdated standard operating procedures (SOPs) and lack of data-driven insights. 
  3. Limited channels to capture and act on end-user feedback. 
  4. Heavy reliance on OEM support for troubleshooting complex issues. 
  5. Absence of a structured framework for project rollouts and communication

Our Approach

Lauren implemented a structured and data-driven approach to address these challenges:

  1. Data-Driven Process Optimization
  • Redesigned ticket categories, reducing resolution times by 40%. (Source: Zendesk Benchmark Report, 2023) 
  • Updated SOPs using daily ticket insights to improve response accuracy.
  • Created an operational dashboard to track productivity and close oversight gaps.

2. Efficient Project Management

  • Developed a standardized framework, increasing deployment efficiency by 35%. (Source: PMI Pulse of the Profession, 2023) 
  • Daily tracking ensured 100% adherence to project timelines.
  • Streamlined change management to resolve requests within the turnaround time.

3. Enhanced End-User Satisfaction

  • Assigned dedicated support teams, increasing satisfaction scores by 50%. (Source: Forrester CX Index, 2023) 
  • Analyzed user tickets to identify and fix recurring issues. (Source: Zendesk Benchmark Report, 2023) 
  • Stakeholder feedback led to customized improvements.

4. Empowered Support Team

  • Conducted targeted training sessions, cutting OEM support dependency by 60%. (Source: Gartner IT Support Report, 2023) 
  • Allocated night shift tasks to maximize issue resolution during business hours.
  • Regular workshops enhanced technical skills, reducing escalations by 20%. (Source: Skillsoft IT Training Trends, 2023) 

Tech Stacks Used

Microsoft Intune

Microsoft Intune

The Result

Lauren’s solution delivered significant improvements:

  • 80% (Source: HDI Practices & Salary Report, 2022)  better SLA compliance through optimized workflows.
  • 50% (Source: Forrester CX Index, 2023) higher end-user satisfaction due to proactive support.
  • 40% (Source: Zendesk Benchmark Report, 2023) reduction in resolution times, boosting operational efficiency.
  • According to (Source: McKinsey Digital Transformation Insights, 2022) Reduced costs by cutting reliance on OEM support

Let's Work Together

Whether it's to discuss your next project, learn more about our services, or join our team, drop us a line and get the conversation started.