Case Study: Pact Group achieves faster resolutions and higher first-time fixes with IFS assyst

Pact Group Service Desk transformation completed in just 9 weeks via assyst

Pact Group, a leading Australasian specialty packaging provider, faced a fragmented IT service experience after separating from its parent: user satisfaction relied on misleading SLA time‑to‑resolve metrics, 40% of incidents were logged by email, low first‑line fixes and rising escalations undermined support quality. To modernize the IT helpdesk and improve user experience, Pact chose IFS assyst and its assyst ITSM (branded ServicePact) to drive a rapid service‑desk transformation.

IFS assyst implemented a four‑pillar improvement—new portal and pre‑populated forms, a knowledge base, portal‑driven incident logging, improved reporting that doesn’t “stop the clock,” and a managed service desk in Manila—going live in 9 weeks. The results were dramatic: service‑desk fixes rose from 6% to 40% of incidents, 65% of tickets are resolved by the first resolver team, mean time to resolve fell from 10 hours to 2, 70% of incidents are resolved within 3 hours, 60% of calls now hit the right team first time and 92% of tickets meet SLAs, with the assyst knowledge‑base resolving 90% of aged tickets.

Pact Group

Wayne Fox

IT Service Delivery Manager