Continuous improvement, powered by data.

Continuous improvement is a big priority for Leonardo – but it’s something that can only be achieved through the gathering and analysing of critical service information. By working with Zellis, Leonardo’s reporting and analytics function has improved by leaps and bounds.

The enhanced use of ServiceNow provides both Zellis and Leonardo colleagues with clearer visibility into commonly received service queries – those that are easily resolved with a single corrective communication to the wider business.

This results in a win-win situation: calls to the service desk are reduced, and Leonardo colleagues can focus their attention on priority matters. Plus, the recent adoption of the Employee Net Promoter Score (eNPS) has allowed for further reporting around service levels.

Working with Zellis’ experts has enabled Leonardo to add a new level of sophistication to its data analytics capabilities.

We’ve started to move away from asking basic questions like ‘Did everyone get paid on time?’ to ‘How did we get there?'. We’re achieving a greater depth of analysis, looking at factors such as the accuracy at different stages of the pay cycle, and how effectively changes were communicated within the team. This is helping us make additional process enhancements in key areas like payroll."

- Darren Bartholomew, Head of HR Planning and Information Systems, Leonardo