FlairsTech Drives 50% Faster IT Resolution for a Regional Advertising Leader

About the Client

The client is a leading advertising and media company based in the Gulf region. Known for its wide-reaching campaigns and high-profile accounts, the client recognized the need to modernize its internal IT processes to keep pace with its rapidly growing operations.

Challenges

The client’s internal IT operations were facing several bottlenecks:

• Manual Workflows: Critical IT service and helpdesk requests were handled manually, resulting in delays and operational inefficiencies.
• Lack of Centralized Reporting: Service tracking and escalation processes were paper-based or fragmented across multiple channels, with no unified platform to monitor performance or issue resolution.
• Communication Gaps: In the absence of a centralized digital system, approvals were managed through chat-based communication and unmonitored processes, leading to frequent miscommunication and service delays.
• No SLA Tracking: Service level agreements (SLAs) were neither tracked nor measured, resulting in inconsistent support timelines and limited accountability.

Solution

FlairsTech’s Microsoft team led the client’s digital transformation journey using the Microsoft Power Platform and Microsoft 365 suite, delivering a tailored IT Service Management (ITSM) solution.

Key Features Implemented

• Self-Service Portal: Developed using Power Apps, the portal enables employees to submit helpdesk tickets quickly and efficiently.
• Automated Workflows: Tickets now follow structured approval and escalation workflows through to resolution, ensuring consistency and accountability.
• Centralized Dashboard: Real-time reporting through Power BI dashboards provides visibility into ticket status, SLA compliance, and team performance.
• SLA Monitoring: Built-in KPIs track service levels, escalation timelines, and support team responsiveness.

Results

The transformation delivered measurable improvements across IT operations:

• 50% Reduction in Resolution Time: Automated workflows significantly reduced the ticket lifecycle.
• Scalable Growth: The number of supported employees increased by 25–30%, reaching an average of 100–150 users without impacting service quality.
• Higher Satisfaction: The structured ticketing system and improved responsiveness enhanced overall employee satisfaction with IT services.
• Transparency & Control: Centralized dashboards and performance metrics provided leadership with real-time visibility, enabling more informed decision-making.