Celebrating progress, innovation, and teamwork
As 2025 draws to a close, it’s the perfect time to pause and reflect on the remarkable journey our Service Desk has taken over the past year. At Equity, we’re delighted to share the progress we’ve made, the milestones we’ve reached, and the many moments worth celebrating with both our customers and our colleagues. Here’s a look back at what made 2025 truly special.
Optimising ticket management was a central theme for us in 2025. By tackling our backlog head-on, we created room to focus on the issues that matter most. The introduction of a smarter ticket routing system meant queries reached the right agent faster than ever, resulting in quicker resolutions and a notable dip in breach rates. Efficiency wasn’t just a buzzword – it became a lived reality, making things easier for both our customers and our team.
Achieving a Customer Satisfaction (CSAT) score of 95% is a proud moment for any service team, and we’re no exception. However, we know there’s always room for improvement. Every neutral or negative response became an opportunity to learn and grow. By listening, acting swiftly, and embedding feedback into our processes, we’ve protected our status as industry leaders in customer satisfaction.
WebEx revolutionised our call routing this year. Calls are now directed with greater efficiency, resulting in a dramatic reduction in abandoned calls and halving our overall abandonment rate. We’ve also eradicated overflow, ensuring customers get the support they need without delay. The end result? A smoother, more accessible experience for everyone.
Behind every improvement in 2025 were smarter workflows and a relentless commitment from our team. Innovations such as three-stage closure processes, automatic status updates, and timely breach alerts brought clarity and control. We refined our SLAs and priorities to align with customer needs, cut out notification noise, and made ticket states and types clearer than ever. Most importantly, none of this would have been possible without the dedication and teamwork of our staff, who collaborated seamlessly across all our locations.
These successes are a testament to the hard work of our engineers and the support of our valued customers. Thank you all for making 2025 a year to remember. Here’s to raising the bar even higher in 2026!