Case Study: Farrow & Ball improves IT support and service levels with Littlefish

Farrow & Ball improves first-call resolution by 15% with Littlefish

The customer, Farrow & Ball, was a first-time outsourcer of IT services seeking a flexible and tailored managed IT support solution. They selected the vendor Littlefish from a list of potential suppliers because of their ability to design a bespoke offering that met their specific needs.

Littlefish implemented a comprehensive managed service agreement designed to enhance service coverage and act as a single point of contact. The solution delivered significant results, including exceeding SLAs from the first month and later improving First Call Resolution by 15%. Independent surveys showed that 91% of Farrow & Ball staff rated their remote support experiences as good or excellent, demonstrating very strong customer satisfaction with the Littlefish service.

Farrow & Ball