Service engagement
Service Token System
A service engagement system rolled out to existing customers to create smoother and faster engagements.
- Sector
- Customer operations
- Location
- Multi-site
- Year
- 2025
- Engagement
- Service engagement
- Tags
- [Service][Operations][Customer experience][Governance]
Challenge
Existing customers needed a simpler way to access support, small works and ongoing consultancy without restarting procurement each time.
Solution
Defined a token-based service engagement model that made requests easier to scope, authorise and deliver.
Impact
Improved speed, clarity and continuity across recurring customer engagements.
