Global Auditing Firm Improves Support Team Productivity by 15% and Cuts Resolution Time by 20%

Industry

Professional ServicesAudit

Services

IT Service ManagementProcess AutomationKnowledge Management

Technologies

ServiceNowPower AutomateMicrosoft TeamsPower BI

Challenge

A global auditing firm's internal support team handled a large volume of technical and application requests from auditors worldwide.

Tickets were routed manually, knowledge was scattered and repeat issues took too long to resolve:

Manual ticket triage and routing.
Repeat issues solved from scratch each time.
Limited reporting on support performance.
Auditors waiting during critical engagement deadlines.

The firm wanted a more productive support function and faster resolution for its auditors.

Solution

Winklix optimised the firm's support processes and tools.

Process review

We analysed ticket data to find bottlenecks and the most common issue types.

Automated routing

Tickets are categorised and routed automatically to the right resolver group.

Knowledge base

Solutions to common issues were documented and surfaced to agents and users.

Performance dashboards

Managers track volumes, resolution times and backlog in real time.

Global Auditing Firm solution delivered by Winklix

The Approach

Discovery and planning — We started by understanding business goals, users, constraints and existing systems.
Agile delivery — The solution was built in short sprints with working releases and regular stakeholder demos.
Quality built in — Automated testing, code reviews and security checks were part of every release.
Long-term partnership — After launch, Winklix supported the client with monitoring, enhancements and continuous improvement.

Outcome

The engagement delivered clear, practical results for the client:

Support team productivity improved by 15%.
Average time to resolution reduced by 20%.
More consistent answers through shared knowledge.
Better visibility of support performance.

Global Auditing Firm

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Challenge

A global auditing firm's internal support team handled a large volume of technical and application requests from auditors worldwide.

Tickets were routed manually, knowledge was scattered and repeat issues took too long to resolve:

Manual ticket triage and routing.

Repeat issues solved from scratch each time.

Limited reporting on support performance.

Auditors waiting during critical engagement deadlines.

The firm wanted a more productive support function and faster resolution for its auditors.

Solution

Winklix optimised the firm's support processes and tools.

Process review

We analysed ticket data to find bottlenecks and the most common issue types.

Automated routing

Tickets are categorised and routed automatically to the right resolver group.

Knowledge base

Solutions to common issues were documented and surfaced to agents and users.

Performance dashboards

Managers track volumes, resolution times and backlog in real time.

The Approach

Discovery and planning — We started by understanding business goals, users, constraints and existing systems.

Agile delivery — The solution was built in short sprints with working releases and regular stakeholder demos.

Quality built in — Automated testing, code reviews and security checks were part of every release.

Long-term partnership — After launch, Winklix supported the client with monitoring, enhancements and continuous improvement.

Related Case Studies:

Cybersecurity Services Company

Cybersecurity Services Company Launches a New SaaS Platform 40% Faster and at 30% Lower Cost

Read full post

Digital Marketing Firm

App Modernisation Using Microservices Enables Multi-Channel Customer Conversations at Scale

Read full post

Privacy Compliance Provider

SaaS Platform Improves Data Protection Impact Assessments and Generates Smart Insights

Read full post

Essential

Analytics

Marketing

Global Auditing Firm Improves Support Team Productivity by 15% and Cuts Resolution Time by 20%

Challenge