“The partnership with Scalable freed up my time, and I now have minimal involvement in technical matters, providing our team with the structure we needed.
We’ve seen a noticeable boost in efficiency, and our clients have never been happier. I can’t recommend their expertise enough.”
Allan Page
Managing Director, Somerbys IT
The Challenge
Somerbys IT, based in Leicester, provides expert consultancy and dedicated IT support.
They faced the common challenge of having a busy owner who was deeply involved in the technical side of the business, making it difficult to focus on strategic growth.
They also wanted to ensure that their service desk operations were operating at peak efficiency, but without clear benchmarks, measuring success proved challenging.
Strategy and Goals
Our strategy focused on building upon the strong foundations already in place. We optimised response and resolution times through the implementation of defined SLAs and strengthened team accountability.
To achieve this, we introduced weekly team meetings and bi weekly senior staff discussions, developed real-time performance dashboards, and established clear escalation processes.
These initiatives were aimed at reducing the owner’s involvement in day-to-day operations, allowing him to focus more on business growth and development.
Key outcomes
Response SLA met
Response SLA performance was significantly improved, increasing from 86% to 95%.
Resolution SLA met
Resolution SLA performance increased from 83% to 98%, ensuring faster issue resolution.
Business Development
With operational tasks offloaded, the owner secured 7 new clients, boosting annual revenue by 15% year on year.
Resource Allocation
Enhanced team accountability resulted in a 15% increase in productive work hours.
Operational Efficiency
Streamlined ticket handling processes led to a 20% reduction in average resolution time.
Customer Satisfaction
Service delivery improved, boosting positive client feedback by 25% and raising average CSAT to 99%.
“The changes Scalable implemented have transformed how our team works together. Their approach brought clarity and structure, making us more efficient.”
Allan Page
Managing Director, Somerbys IT
See how Somerbys IT optimised their operations and boosted resolution SLAs from 83% to 98%.
- Discover how Somerbys IT improved resolution SLAs from 83% to 98%.
- Learn how streamlined ticket handling processes reduced average resolution time by 20%.
- Discover how enhanced team accountability led to a 15% increase in productive work hours.
