Case Study: Student Loans Company boosts service desk performance with FDM Group

Student Loans Company - Customer Case Study

Student Loans Company (SLC), a UK public sector organisation, faced high resource and system demands due to the COVID-19 pandemic. The customer wanted to build a talent pipeline for its service desk and approached their existing vendor, FDM Group, for support with on-boarding flexible TechOps and project management resources.

FDM Group provided an Agile Pod of 10 fully-trained consultants who were immediately integrated into SLC's teams. The solution delivered significant measurable results, including doubling the monthly volume of system resets and incidents processed, tripling the number of incidents resolved, and achieving a 25% increase in first line fix rates, all while handling a 33% increase in contact volume.

Student Loans Company

Paul Bryant

Operational Service Delivery Manager