---
title: Delivery Platform (IT Helpdesk) Case Study
description: Cognism helped Williams Lea maximise the effectiveness and efficiency of their off-shore IT helpdesk team by identifying automation opportunities.
image: https://blog.cognitionhq.com/hubfs/markus-spiske-gcgves5H_Ac-unsplash-1024x683.jpg
---

[![Cognition_logo_white_RGB-1](https://blog.cognitionhq.com/hs-fs/hubfs/Cognition_logo_white_RGB-1.png?width=225&height=76&name=Cognition_logo_white_RGB-1.png)](https://www.cognitionhq.com/?hsLang=en)

[Get in touch](https://www.cognitionhq.com/get-in-touch?hsLang=en)

 ▼

ENG ESP POR

- [Services](https://www.cognitionhq.com/#How%20we%20do%20it)
- [Clients](https://blog.cognitionhq.com/case-studies)
- [News](http://www.cognitionhq.com/content-hub)
- [Careers](https://blog.cognitionhq.com/we-are-hiring/we-are-hiring)
- [Who we are](http://www.cognitionhq.com/about-us)

[Get in touch](https://www.cognitionhq.com/get-in-touch?hsLang=en)

 ▼

ENG ESP POR

# Delivery Platform (IT Helpdesk) Case Study

[Back to Clients](http://www.cognitionhq.com/clients?hsLang=en)

![williams-lea](https://blog.cognitionhq.com/hs-fs/hubfs/williams-lea.png?width=220&height=80&name=williams-lea.png)

**"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**

## The Brief

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.

## What we did

We deployed Productivity Mining to capture and analyse data within five-weeks to create a platform  that: 

- Captured live data across all tasks, processes and people.
- Optimised password reset, onboarding and leaving processes.
- Determined baseline productivity metrics to understand what was working and opportunities for improvement.
- Produced a comprehensive business case report with recommendations, costings and timings.

## What was the outcome

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.

 

## The Cognition Difference

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:

- An additional 20% resource saving through improved planning and task grouping.
- Increased employee engagement be reducing repetitive, low-value tasks.
- An opportunity to standardise responses via a central knowledge hub to improve time-to-resolution.

[![260](https://blog.cognitionhq.com/hs-fs/hubfs/Cognition%20Logos/260.png?width=260&height=88&name=260.png)](http://www.cognitionhq.com/old?hsLang=en)

### Engineers of Human Experience

© 2023 Cognition – All Rights Reserved

#### Solutions

- [GBS & Shared Services](http://www.cognitionhq.com/gbs-shared-services)

#### Collective

- [IAC Collective](http://www.cognitionhq.com/collective-page-old)

#### Content hub

- [News](https://blog.cognitionhq.com/news)
- [Blog](https://blog.cognitionhq.com/blog)

#### Company

- [Get in Touch](http://www.cognitionhq.com/get-in-touch)

#### Get in Touch

```json
{
  "@context" : "https://schema.org",
  "@type" : "BlogPosting",
  "author" : {
    "@type" : "Person",
    "name" : "Case Studies",
    "url" : "https://blog.cognitionhq.com/case-studies/author/sproghqgmail-com"
  },
  "dateModified" : "2023-11-13T15:52:49.506Z",
  "datePublished" : "2023-11-01T15:11:35.000Z",
  "headline" : "Delivery Platform (IT Helpdesk) Case Study",
  "image" : [ "https://blog.cognitionhq.com/hubfs/markus-spiske-gcgves5H_Ac-unsplash-1024x683.jpg" ],
  "mainEntityOfPage" : {
    "@id" : "https://blog.cognitionhq.com/case-studies/williams-lea-and-cognition-delivery-platform-it-helpdesk-case-study",
    "@type" : "WebPage"
  },
  "publisher" : {
    "@type" : "Organization",
    "logo" : {
      "@type" : "ImageObject",
      "url" : "https://blog.cognitionhq.com/hubfs/Cognition_logo_RGB-3.png"
    },
    "name" : "Cognition"
  }
}
```