Taking and Equifax: National credit analysis reference boosted efficiency and experience with a new Service Desk N1

Taking and Equifax: National credit analysis reference boosted efficiency and experience with a new Service Desk N1

Support as a decisive factor for the operation

Companies operating in the credit analysis segment run sensitive processes that demand precision, speed, and high availability. Internal support performance directly impacts critical areas, from operations to sales and customer service teams. In this context, an agile, structured Service Desk is no longer supplementary support — it becomes a central piece for keeping the operation running.

The organization faced challenges that compromised productivity and internal user satisfaction: lack of a prepared N1 team, difficulties in daily support, and unstable SLAs that generated frustration and rework.

Evolving the model with a focus on quality, consistency, and predictability was essential.

The challenge: increase capacity and stabilize support

The initial assessment revealed critical points limiting Service Desk performance:

• lack of a properly trained N1 team;
• low agility in resolving tickets;
• SLA inconsistencies;
• lack of clarity in service types and escalation flows;
• unsatisfactory experience for internal users.

This scenario made it difficult to ensure operational continuity and respond quickly to day-to-day demands.

The response: an N1 Service Desk prepared to support the operation

The company adopted a more robust, structured, and performance-driven Service Desk N1 model.

The solution included:

• formation of a team trained in internal tools and company processes;
• creation of a clear, standardized service catalog, aligning expectations and flows;
• complete redesign of SLAs, ensuring response times appropriate to criticality;
• organization of operational routines that brought greater predictability;
• improved communication between Service Desk, N2/N3, and business teams.

Support began operating with greater consistency, speed, and quality.

The impact: stability, efficiency, and better experience

The evolution of Service Desk N1 transformed the relationship between users and internal support, and expanded the company's ability to handle growing demands.

Key gains include:

• faster support, with significant reduction in response time;
• enhanced user experience, with clear and predictable flows;
• greater operational stability, avoiding bottlenecks and recurring issues;
• more consistent SLAs, ensuring alignment with business needs;
• more reliable support to keep the operation running without interruptions.

The Service Desk consolidated itself as a strategic pillar for the daily functioning of the organization.

Support as the foundation for sustainable growth

For companies that depend on precision and continuous availability, the efficiency of internal support determines business agility. By structuring a modern, performance-driven Service Desk N1, the company gained greater control, confidence, and operational quality.

The result was a more stable, productive environment ready to sustain new phases of expansion and digital transformation.

About Taking Digital Workplace

At Taking, we believe that the Digital Workplace goes far beyond technical support. It is a value ecosystem that transforms how people work and interact with technology. This success story is just one more proof that, together with our clients, we can build more human and efficient digital journeys.

About Equifax