In response to a drive to enhance timely ticket resolution, a collaborative initiative was launched to improve service desk performance for a manufacturing client. This case study outlines the issues encountered, the strategic steps taken to address them, and the measurable improvements that followed as a result of sustained partnership and process refinement.
The Challenge:
The client had an initiative to reduce ticket follow-up time within their Level 1 support queue. Their goal was to improve responsiveness and streamline communication with end users. After the initial implementation phase, the client recognized that the follow-up process played a more critical role in their overall IT experience than previously thought. Their existing process lacked the structure needed to consistently meet their new expectations. Without a clear follow-up framework in place, some tickets remained open longer than necessary due to repeated outreach attempts without resolution. This highlighted the need for a more defined and proactive approach.
The Solution:
Mechdyne partnered with the organization to develop a clear action plan. We held regular meetings with the Level 1 team to reinforce expectations and offer support. At the same time, we engaged with leadership to align on goals of overall service desk success.
A key part of the solution was enhancing the ticketing dashboard. These updates improved visibility and tracking by enabling Mechdyne to:
- Monitor tickets not actioned within 24 hours
- Track the total number of unassigned tickets
- Identify unassigned task tickets
Outcome:
The changes delivered clear, measurable improvements across several key performance areas:
- The team decreased the contact-to-ticket ratio, reducing follow-ups by establishing clear ownership and responding promptly to initial inquiries.
- They resolved tickets faster and more consistently, which lowered the average ticket age.
- They reduced mean time to resolve (MTTR) by streamlining workflows and improving prioritization.
Beyond the metrics, the team proactively managed ticket flow with greater confidence, leading to higher end-user satisfaction.
The client expressed strong appreciation for the progress, stating they were “extremely happy” with the improvements and encouraged the team to “keep up the great work.”
