Case Study: NG Bailey achieves dramatic service improvements with Vivantio

NG Bailey Logs Dramatic Service Improvements Leveraging Vivantio

NG Bailey, the UK’s leading independent engineering and services business, wanted to improve internal service delivery and self-service during the pandemic. Working with Vivantio, the team set out to replace a cumbersome, highly bespoke portal and increase the amount of service requests coming through self-service instead of by phone and email, which often lacked enough detail to resolve issues quickly.

Vivantio helped NG Bailey rebuild the portal using out-of-the-box capabilities, an intuitive service catalogue, and user-driven improvements gathered through interviews and demos. The results were described as “absolutely phenomenal”: portal adoption grew beyond the original 10% baseline, response and resolution times improved, the ICT team spent less time chasing information, and the approach spread to other business units as resolution stats and self-service engagement rose.

NG Bailey

Brett Firth

Systems Team Leader