Financial Services Firm, London

We worked with a leading financial services firm to help employees embrace more efficient ways of working using technology.

We used our Change Desk to offer support for colleagues in the flow of work, providing proactive and reactive guidance for staff who need it. The aim of the Change Desk was to be both encouraging and reassuring, explaining things without jargon in terms that people could really understand.

The Change Desk Manager was physically present onsite in their London HQ for three days per week, offering support remotely on the other two.  

As the momentum built and more staff knew about the service available to them, the momentum grew. We worked on such a huge variety of support tasks for people across the organisation, from “how do I do this?” questions to “help! This isn’t working!” queries.   

We are delighted to have seen such a huge improvement in digital confidence during the Change Desk contract. Including a major reduction in the pressure on the IT team, freeing up their time to focus on more important things. The data suggests our support is helping in the adoption of technology too, with one of the password management tools we're supporting on seeing a 20% increase in number of users since we came on board. 

We’ve forecasted some pretty impressive time-saved figures too: 

Research suggests that employees spend on average 1.8 hours per day searching for relevant content and information. Through the Change Desk service alone, we’ve delivered savings of a massive 3 hours per month, per employee.  

We forecast an ROI of 168% for the organisation and look forward to expanding the Change Desk even further in Phase 2 of the project. 

You can find out more about our Change Desk service here:

Change Desk | Solutions - Hable