Case Study: Ahlstrom-Munksjö achieves 150% happier IT users with HappySignals Ltd

Ahlstrom-Munksjö - Customer Case Study

Ahlstrom-Munksjö, a global manufacturing company with 8,000 employees, needed a better way to understand IT service delivery across 45 locations. Before using HappySignals Ltd, its IT organization was siloed and relied on annual surveys and SLA-focused metrics that did not reflect real end-user experience. The company used ServiceNow with outsourced service desk partners, but lacked a global, real-time view of how employees felt about IT services.

HappySignals Ltd implemented automated experience feedback collection on every service and incident ticket, giving Ahlstrom-Munksjö real-time happiness data and transparent insights across internal teams and providers. As a result, customer happiness rose from 30 to 75, a 150% increase, and perceived lost time per IT incident dropped from over 7 hours to a little over 3 hours, improving productivity by 69%.

Ahlstrom-Munksjö

Ozan Acar

Doctor