Case Study: Mohawk achieves a 15% increase in first-line resolution and improved customer service for 35,000 employees with IFS assyst

Mohawk increases first line resolution and improves customer service for its 35,000 employees with Axios assyst

Mohawk, the world’s largest flooring company with more than 35,000 employees, needed faster, more self‑service oriented support from its Service Desk without raising costs. After evaluating options to replace an aging HP Service Center, Mohawk chose IFS assyst and its assyst Self‑Service Platform to deliver a modern, multi‑language ITSM solution built around Knowledge‑Centered Support and an engaging end‑user portal that could also be extended to HR.

IFS assyst implemented a global rollout of assyst with integrations, a searchable knowledgebase, self‑ticketing, workflow and ITIL‑based processes, and expanded the system into HR. As a result Mohawk saw measurable improvements: a 15% increase in First Line Resolution, an 18% rise in overall resolution rate within six months, a 97.9% SLA resolution rate within nine months, phone abandon rates falling to 2–3%, and enterprise emergency rates dropping from a 17 rolling average to 9.3 per month (reported as a 55% decrease).

Mohawk

Jeff Boyd

Senior Director