For companies

Client case · Unica

Faster IT services through two parallel tracks

Student Consultant relieved Unica’s Information Management department with first-line support, while working on structural improvements to the response speed and user experience of its IT services.

Student Consultant Unica

Situation

Tickets from the business

Unica is an all-round technical services provider with more than 3,000 employees and a nationwide network of branches. The Information Management (IM) department plays an important role in processing and resolving IT-related tickets from the business.

Information Management was facing a growing number of tickets, which increased the workload and put pressure on response times. Tickets were often handled manually and individually, even though many questions were recurring.

How can Unica improve the services of Information Management by increasing response speed and improving the user experience?

Approach

Supporting operations and improving structurally

  1. First-line supportStudent Consultant was deployed as first-line support for Functional Management. Each month, up to 2,000 incidents were logged, assessed and, where possible, resolved straight away.
  2. Telephone availabilityIn addition, telephone availability was ensured by staffing the switchboard.
  3. Analysing bottlenecksIn parallel, tickets were analysed and conversations were held with stakeholders. This identified bottlenecks in user-friendliness and response time.
  4. Improvement proposalsThis led to proposals, such as improving the reporting page and making knowledge articles available, so that users could find solutions themselves more quickly. Reports were also categorised in a new way and processes were partly automated.

Result

Operational relief and structural improvement

  • 2,000incidents per month (up to) registered and assessed in first-line support, resolved directly where possible
  • WorkloadLower within Functional Management, freeing up room for more complex issues
  • StructureNew categorisation, partly automated processes and knowledge articles, intended to prevent reports and resolve them faster

At a glance

  • 2,000incidents per month (up to) registered and assessed in first-line support, resolved directly where possible
  • WorkloadLower within Functional Management, freeing up room for more complex issues
  • StructureNew categorisation, partly automated processes and knowledge articles, intended to prevent reports and resolve them faster
Client case
Unica

Curious what we can do for your organisation?

Choose what suits you. Prefer email? info@student-consultant.nl

Four student consultants of Student Consultant

  • Prefer to talk to someone?

    Schedule a call with one of our student consultants right away.

    Schedule an introduction

  • Free tailored proposal

    Tell us what you are facing and receive a proposal within five working days, guaranteed.

    Request a proposal

  • Find out in 2 minutes whether we are a good fit?

    Answer 6 short questions and receive a personal fit check.

    Take the check

Curious about our rates? Download the brochure

Receive the brochure with our rates

Read about our approach, rates and previous projects. Enter your email address and we will send the brochure straight to your inbox.

We handle your data with care, see our privacy statement (in Dutch).