"Cognition Compass has been a critical tool to increase employee engagement and productivity. It captured the as-is ways of working and opportunities for improvement in a data-driven way that Business Analysts would never be able to do, and is faster, more accurate and much more cost effective!”
Nick Morgan, GLOBAL HEAD OF TECHNOLOGY
@ WILLIAMS LEA
Williams Lea have an off-shore IT helpdesk team and weren’t working as effectively and efficiently as possible. They needed to understand what could be improved with automation to better utilise this business-critical team.
We deployed Productivity Mining to capture and analyse data within five-weeks to create a platform that:
We identified three high value automation opportunities:
1. The ticketing triage process
2. The new joiners process
3. The leavers process
The automation opportunities would free up team capacity by 40% to allow them to focus on more complex and urgent queries.
Because our platform provided a holistic view of the team, we were not only able to deliver on the brief but also to identify further improvements:
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