Learn how some of the world's most successful and innovative organizations have implemented LTI solutions and services. To see LTI's ever-growing list of clients, click here.

Case Study #1: Reversing a customer satisfaction slide in a high-growth environment
One of the world’s fastest-growing private equity firms has put its IT organization under extreme pressure to keep up with the business. LTI assessed the maturity of its IT service management strategy and helped plan for adoption of mature industry-standard best practices based on the ITSM/ITIL^® framework. LTI laid out the Incident Management and Problem Management processes that the firm has adopted as it transitioned from e-mail based support to a more efficient phone-based service desk model. 

The result was a sharp and immediate reduction in the open incident queue and a measured increase in end user satisfaction. LTI continues to assist in the adoption of Service Level Management, and has built a Service Catalog and drafted a comprehensive Service Level Agreement between IT and the Business.

Case Study #2: Establishing Global Consistency, Efficiency, Cost Savings
A major global outsourcer had a global trading and investment bank as its client. It sought advice on how to improve global operations efficiency and customer satisfaction, as well as provide the flexibility to support new services and create greater client value.

LTI performed a US- and UK-based operations review and sensitivity analysis, which provided a prioritized blue print for adapting to and scaling across new business scenarios in the demanding global financial services industry.  

Case Study #3: Making a Risk-Adjusted Sourcing Recommendation to Address Exacting Customer Needs 
The Americas division of a global financial information provider sought a financial and operational analysis of alternative sourcing models that would maintain current customer satisfaction at lower cost, without increasing business or operations risk. LTI applied its deep knowledge of the client’s business and customer base to develop site selection/evaluation criteria that aligned with business drivers.

We identified and analyzed the merits of various international locations, costed the alternatives, developed a risk model, and made recommendations consistent with strategic, financial, and risk priorities

Case Study #4: Transforming an Internal Support Organization into an Accountable, Business Enabler
A premier financial service strategic consulting and research firm found that its internal support function had lagged its business growth and expanding global footprint — service issues often fell through the cracks, accountability and customer satisfaction were low.

LTI evaluated the current operation against relevant best practices and produced a detailed roadmap to close the gap — aligning the support operations’ people, processes, and technology with business needs and the firm’s culture. Our client implemented our recommendations and fully realized its customer satisfaction and business goals.

Case Study #5: Knowledge Management Tool Selection and Process Adoption
A major multinational pharmaceutical company sought help with support for deployment of a clinical trial management system sent to thousands of research facilities worldwide, capturing strategically vital biomedical data and subject to a range of hardware, connectivity and usage issues. Data integrity is mission-critical and routinely audited by the FDA; the support team access is tightly controlled to protect patient-specific data and confidentiality. The company maintains a service desk with approximately 60 agents in the US and UK, with three tiers of support, and uses Peregrine ServiceCenter for CRM.

The team needed to promote use of a knowledge base to help provide uniform, efficient support. LTI performed an assessment to determine Novartis's readiness to adopt a more effective KM system and methodology. The assessment found the team well-suited to more sophisticated KM, and proposed to help the team adopt a dedicated KM tool to integrate with Peregrine, and a methodology, incorporating at least elements of Knowledge-Centered Support. LTI assisted in selection of a tool and conducted a full KM Adoption program. The knowledge base is now generally adopted and generating value.

Case Study #6: Unifying Distributed Support Resources Under a Virtual Contact Center
LTI provided two core services. First, we developed the successful business case for a Voice over IP (VOIP) solution for our client’s US customer service organization. The selected solution was significantly less expensive than leveraging the organization’s existing enterprise telephony solution. Second, we assisted in the VOIP implementation and integration into the operation.

This approach afforded our client four benefits:
(1) the flexibility to rapidly establish new customer service locations and better leverage existing office facilities
(2) the ability to enforce uniform accountability across all locations
(3) the ability to integrate email and phone support into a common work flow; and, most importantly
(4) the ability to restructure the field organization to greatly improve its cost structure and ability to respond to business needs.