1. Revealing the Watermelon

Measuring IT Experience enables Cargotec to pinpoint the Watermelon effect in their IT.

2. Continuous Measurement

Previously, Cargotec conducted surveys every half a year, producing data that was not representative of their end-users perception over the following months. Now with HappySignals continuous measurement, Cargotec can use Experience Data daily to create service improvement actions on a continuous basis.

3. Complete visibility of IT 

HappySignals data became a valuable part of Cargortec's IT operations, enabling them to see exactly what is happening and the impact of said actions. For example, when changing Service Providers Cargotec used experience data before and after to reclaim the happiness target after a decline in end-user happiness.

4. Experience driven Partnerships

Armed with ITXM™, Cargotec aims to include in their service providers agreements to engage in the experience management process where ever possible, bringing greater interest and motivation for Service Agents to work directly with the feedback they receive.

5. Driving Human-Centricity

HappySignals creates a new approach to IT services, enabling Cargotec to view experience from end-users perspectives; People, Process, Technology - in that order!

Seeing the Watermelon helps to focus improvement efforts from an end-users perspective

The challenges that were identified prior to using HappySignals and overcome with the help of the platform were:

• Watermelon effect
• Yearly Surveys 
• Understanding Business Personas
• Common focus for IT - service improvement pipeline
• Prove value of IT to business stakeholders
• Aligned with partners
• Human-centric IT
• Feedback management process
• Transparency

Tangible Benefits

HappySignals Data enables us to see IT services from an end-user perspective

• Continuous measurement highlights which IT areas need immediate improvement
• Experience Data enables greater discussions with vendors on how services can be improved; from an end-user perspective.
• Data allows Cargotec to deliver services based on the needs of their diverse personas
• Using Experience Data across the board; IT, Stakeholders, and Partners
• Daily Experience Data analysis drives Continual Service Improvement and pipeline.

Use cases where Cargotec
uses HappySignals

See which use cases helped Cargotec achieve their IT success,
and find other cases suitable for your company needs.

• Create a Common Focus for IT
• Channel development
• Continual Service Improvement
• Happiness as a common focus for IT
• SDI Accrediation process