A global enterprise's facilities organization needed to measure third-party help-desk service quality, which was tied to vendor payment, but service standards were not being measured accurately.
Help-desk service quality drove vendor payment, yet there was no accurate, business-hours-aware measure of how long tickets actually stayed open, so accounting and performance management ran on unreliable numbers.
Service quality is now measured accurately against each help desk's business hours, enabling correct vendor accounting and performance management.