Case studyHelpdesk and technical intervention management
Redesigning the operational process to turn scattered information into productivity and control.
The original process
An organisation with around 2,000 employees and approximately 1,500 workstations ran its helpdesk through a system that printed one sheet per ticket.
The process was optimised for the individual request, not the overall operation: technicians would typically travel to resolve one request at a time.
The change
After analysing the process, we developed tools that automatically grouped all pending interventions by building and by floor.
A single trip could now resolve several tickets in the same area, cutting avoidable travel and improving team utilisation.
What the operation gained
- Automatic grouping of interventions by building
- Prioritisation by floor to reduce travel
- Reports and queries to support decision-making
- Greater productivity on technical visits
From isolated ticket to optimised intervention
Before
Request → printed sheet → one trip → one request resolved
After
Building requests → grouped by floor → one trip → several interventions resolved
Tools for the right questions
The project supported a helpdesk handling more than 10,000 requests a year. The system tracked response times, SLA compliance, team and user evaluation, customer satisfaction and time spent per issue type.
- Where are the technicians, and how long does each intervention take?
- Which buildings have the most faults and repeat requests?
- Which type of issue consumes the most time and resources?
- How satisfied are users, and where are the opportunities for improvement?
Results
- Technical visit productivity doubled
- Greater visibility into operational performance
- Data-driven continuous improvement
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