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Finance · IT Consulting

Support costs down 28% while satisfaction climbed

A service catalog rebuild and vendor consolidation program across 1,200 seats in a regulated environment.

28%

Support cost reduction

81%

First-contact resolution, from 54%

47%

Faster mean time to restore

The challenge

Where the client started

Four outsourced support vendors delivered overlapping services with rising cost and falling satisfaction scores.

Our approach

What we did

  1. 01Service catalog and SLA redefinition
  2. 02Consolidation from four vendors to two
  3. 03Observability and incident practice rollout
  4. 04Quarterly service review governance
“Rigorous, calm and commercially sharp. ORGIXA gave our board a roadmap we could actually fund and defend.”
Ethan Caldwell — CFO, Lumen Financial
More results

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62 workloads migrated with zero unplanned downtime

A landing zone build and phased migration that cut infrastructure spend 41% while improving production reporting reliability.

Retail

Markdown losses down 22% with governed demand forecasting

Spreadsheet planning across 140 locations replaced by a governed forecasting platform merchandisers trust.

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