Case Study: TalkTalk reduces service desk calls by 30% with New Signature

A united modern workplace reduces service desk calls by 30%

TalkTalk, a communications and media company with more than 4.5 million customers, was struggling with outdated tools that made collaboration difficult, increased IT complexity and costs, and limited secure remote work. To address this, TalkTalk partnered with New Signature to modernize its workplace using Microsoft 365 technologies such as SharePoint, OneDrive for Business, Office 365, and Windows 10.

New Signature implemented a modern workplace solution centered on flexible, secure, mobile productivity and centralized collaboration. The migration of 2,500 users was completed in five days without incident, email traffic dropped significantly, and internal service desk calls fell by 600–700 per month, a reduction of more than 30%, while IT was freed up to focus on higher-value work.

TalkTalk

John Gaskell

Office 365 Lead Architect