Case Study: Datacom Systems achieves 30% higher customer satisfaction and doubled first-contact resolution with Skillsoft

Datacom Systems - Customer Case Study

Datacom, a 50‑year‑old, Australasian IT services firm of over 4,700 people, needed to keep staff current in a fast‑moving industry but found learning offerings were underutilized and retention was a growing concern. The NSW team overhauled its staff management approach to address skills gaps, engagement and customer experience.

Partnering with Skillsoft, Datacom aligned learning to business drivers, protected time for training, ran regular communications and mapped roles to the SFIA framework. The program drove strong adoption—770+ courses completed, 8,700+ logins—led to a 30% rise in customer satisfaction, a 100% increase in first‑contact resolution despite doubled call volumes, faster technician certifications and broader skill development.

Datacom Systems

Renee Trevarthen

Delivery Manager