Case Study: a FTSE 250 asset management company achieves record-high end user satisfaction with Acora

FTSE 250 Asset Management Company boosts end user satisfaction to 98% with Acora

A FTSE 250 asset management company faced a challenge with its existing outsourced IT support, which was delivered remotely and no longer aligned with its business objectives. The firm required a high-touch, high-availability support model that could serve as the voice of the end user, providing exceptional customer service to its 250+ employees, both in its London headquarters and across seven other international countries. It engaged Acora to provide a new service desk solution.

Acora implemented a hybrid on-site support team based in London, consisting of skilled desktop engineers focused on quality and first contact resolution. The solution included extended hours, trained absence cover, and seamless integration with international IT partners to ensure a consistent global user experience. As a result, Acora helped achieve an end user satisfaction rate of 98% and more than tripled the first contact resolution rate, significantly improving the overall perception of IT within the firm.