Turning a Struggling Licensing Helpdesk Into a High-Speed Support Function
- Industry: Aviation
- Service: Licensing Helpdesk
A major European airline needed to improve its licensing helpdesk during business-critical flight management activities. Increasing request volumes and manual processes were affecting service quality and stakeholder confidence.
Situation
The licensing helpdesk faced:
- Growing request volumes
- Inconsistent service quality
- Heavy reliance on manual processes
- Limited operational visibility
- Increasing stakeholder pressure
The challenges were particularly critical because licensing support was directly connected to business-critical flight management activities.
Action
ProTeam transformed the helpdesk through:
- Automation-led workflows
- Structured request triage
- Improved operational processes
- Executive-level reporting
- Real-time visibility into request flows
- Bottleneck and risk identification
- Savings and performance tracking
An executive dashboard was also introduced to give the CFO visibility into request volumes, bottlenecks, realized savings, operational risks, and recommendations.
Result
The helpdesk now manages 50+ urgent licensing and operational requests every day, with response SLAs of under two hours.
The transformation restored stakeholder confidence while providing leadership with scalable, executive-level visibility.
“AGCO’s journey with Catalyst Zero is a testament to the power of innovative technology in driving sustainability and operational excellence.”
