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Proof over promises

Case studies

Three engagements, three phases of the CTO model. Client names are anonymized; the situations and results are real.

Consult phase3 weeks

The assessment that found the invisible 30%

Specialty insurance group · London · ~2,000 employees

The challenge

Support for a portfolio of in-house underwriting applications ran through personal inboxes, chat messages and shoulder taps. Nobody could say how many requests arrived each week, let alone whether they were resolved on time. Audit pressure was growing and the leadership had no numbers to answer with.

What we did

A three-week Consult engagement: ITIL-aligned maturity assessment, ticket-flow analysis across teams, stakeholder interviews from underwriters up to the CIO, and an operational health check of the existing Jira setup.

Results

  • Around 30% of support requests were found to bypass any tracked channel entirely
  • A prioritized 90-day action plan, approved by leadership in the first presentation
  • Quick wins shipped during the assessment itself: request types, priorities and first SLA targets

The assessment became the blueprint for building the group’s entire support program, which we then delivered in the Transform phase.

Transform phase12 weeks

From email chaos to a measured service desk in 12 weeks

Global software provider for FMCG · EU, US & APAC · 400+ employees

The challenge

A strategic move from on-premise software to SaaS meant support had to scale with it. Tickets arrived by email with no categorization, no priorities and no way to prove service levels to the company’s tier-one customers.

What we did

Redesigned incident, request and change workflows around ITIL practice. Configured queues, automation, SLA timers and reporting dashboards. Built release management into the CI/CD pipeline. Trained support teams across three continents.

Results

  • One front door for all support traffic, with automatic routing and SLA clocks on every ticket
  • CSAT at technical support touch-points improved from 80% to 94%
  • 40%+ capacity freed for the engineering and customer success teams

The transformation directly enabled the company’s flagship SaaS migrations, including its largest customer implementation to date.

Operate phaseMulti-year engagement

Mission-critical application support inside a European bank

EU financial institution · Luxembourg

The challenge

A collateral management platform with billions flowing through it daily needed stable application support across front office, back office and liquidity management, alongside support for the institution’s trading platforms, in a highly regulated, multicultural environment.

What we did

Embedded application support with disciplined incident and change management, coordination with trading platform vendors (BrokerTec, Eurex F7, MarketAxess, MTS, SIX CO:RE, Tradeweb and others), rigorous documentation and clean escalation paths.

Results

  • Stable operation of a platform the institution’s treasury depends on daily
  • Clean handling of platform migrations and upgrades without service disruption
  • Audit-ready documentation maintained as a by-product of daily work

Support operations in a regulated banking environment became the standard we now bring to every Operate engagement.

Details anonymized to protect client confidentiality.

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