IE BUMPER
Case studies
| Harrods
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"...our biggest key performance indicator (KPI) is first-line resolution. Two years ago, we took 57,725 calls and emails, with an average first-line resolution of 24%. Last year, we took 65,811 calls and emails, with an average first-line resolution of 28% per month before ServiceNow and 32% after go-live. As of mid-April this year, we have taken over 21,000 calls and emails with an average first-line resolution of 39.04%."
Nikki Taylor-Green, Harrods change and support services manager
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