“Cognition Compass has been a critical tool to increase employee engagement and productivity. It captured the as-is ways of working and opportunities for improvement in a data-driven way that Business Analysts would never be able to do, and is faster, more accurate and much more cost effective!”
Nick Morgan, GLOBAL HEAD OF TECHNOLOGY
@ WILLIAMS LEA
The Brief
Williams Lea have an off-shore IT helpdesk team and weren’t working as effectively and efficiently as possible. They needed to understand what could be improved with automation to better utilise this business-critical team.
What we did
We deployed Productivity Mining to capture and analyse data within five-weeks to create a platform that:
- Captured live data across all tasks, processes and people.
- Optimised password reset, onboarding and leaving processes.
- Determined baseline productivity metrics to understand what was working and opportunities for improvement.
- Produced a comprehensive business case report with recommendations, costings and timings.
What was the
outcome
We identified three high value automation opportunities:
- The ticketing triage process
- The new joiners process
- The leavers process
The automation opportunities would free up team capacity by 40% to allow them to focus on more complex and urgent queries.
The Cognition Difference
Because our platform provided a holistic view of the team, we were not only able to deliver on the brief but also to identify further improvements:
- An additional 20% resource saving through improved planning and task grouping.
- Increased employee engagement be reducing repetitive, low-value tasks.
- An opportunity to standardise responses via a central knowledge hub to improve time-to-resolution.
