Curium worked hand-in-hand with Will and the team to introduce effective and engaging disciplines and principles. After just a week Will saw big improvements in the service delivery of his team and found he had gained control of his own workload. He could now prioritise the most important tasks and understood what was driving the high call demand, helping to develop a simple process to deal with enquiries.

Feeling energised and enjoying his job like never before, Will took on more responsibility. He started to take ownership of allocating work among his team and led daily meetings to review performance and agree on what they could all do better. He took on the role of delivering better, faster reporting and, supported by real-time-coaching from Curium, he empowered the team around him, coaching and mentoring them to make improvements as he had done.

Soon, he was part of a happy team who now found they were doing a good job supporting the IT issues of 2,500 colleagues across the organisation. His hard work didn’t go unnoticed. In just 12 weeks he was promoted to team manager, a job he’d always wanted.