Case Study: Enfo improves end-user experience with HappySignals Experience Management

Enfo - Customer Case Study

Enfo, a Nordic IT service company, wanted to build and maintain a truly end-user-centric culture and found that its existing ITSM setup was not effective enough for collecting and measuring satisfaction feedback. In 2018, Enfo turned to HappySignals Ltd and its HappySignals Experience Management Platform to gather real-time end-user experience data across its internal service desk operations.

HappySignals Ltd enabled Enfo to replace manual surveys with instant feedback collection, share customer experience data transparently, and connect experience metrics to agreements and continuous improvement. The results included a happiness score increase from 72 to 79, a 9.7% improvement, and a reduction in lost time per ticket from 1h 26m to 1h 22m, improving productivity by 4.8%.

Enfo

Minna Nousiainen

Enfo