Case Study: Orbis boosts IT customer experience and saves £500k with HappySignals

Orbis - Customer Case Study

Orbis, a 25,000-employee federal and public sector organization, wanted more than traditional IT metrics could provide. Using HappySignals Ltd and its HappySignals platform with their Cherwell-based internal service desk, Orbis needed a better way to understand what actually drives end-user experience and identify improvement areas that would meaningfully raise customer satisfaction.

HappySignals Ltd helped Orbis build a continual improvement approach centered on experience data, with dedicated teams using it to move from SLAs to XLAs, improve mobile phone services, and share feedback across the business. The results were significant: overall happiness rose from 75 to 91, iPhone-specific happiness increased from 24 to 99, and Orbis uncovered more than £500k in annual savings, including £40k per month in reduced iPhone contract costs.

Orbis

Kris Scruby

Orbis