Case Study: Region Midtjylland boosts employee and end-user happiness with HappySignals

Region Midtjylland - Customer Case Study

Region Midtjylland, Central Denmark Region’s internal IT service desk, supports 38,000 employees in the health sector and handles about 4,000 IT support tickets per week. The team wanted to become a top performer in customer satisfaction and achieve SDI accreditation, but before using HappySignals Ltd’s platform, it was difficult to identify which improvement efforts would truly benefit end users and to build a shared view of IT service quality.

HappySignals Ltd provided experience data, instant feedback for service desk agents, and IT Support Profiles to tailor services and drive continual improvement. As a result, Region Midtjylland improved end-user happiness from 67 to 83, reduced perceived waiting time from 4h 53m to 1h 40m, and achieved a 3x higher response rate, with a total reduction of 669,000 hours of waiting time over 12 months. HappySignals Ltd also helped the team reach 4-star SDI accreditation and create a more collaborative, no-blame improvement culture.

Region Midtjylland

Jesper Hansen

Region Midtjylland