Internal Hype: The Blog

The Mission A luxury retail group had invested in a self-service portal for IT support. The technology was fine. The adoption was not. Store teams and head office alike defaulted to phoning the service desk for everything, the portal sat unloved, and the desk drowned in calls that a decent knowledge article could have answered. The brief: get people to choose self-service, without making them feel abandoned. The Work First we found out why people were not using it, and the an

The Mission Tool migrations have a reputation, and it is earned. Teams get told a new platform is coming, training is an afterthought, and adoption becomes a slow-motion battle of workarounds and quiet rebellion. This business was moving from ServiceNow to Freshworks, and the goal was to land it differently: data moved safely, people trained properly, and a go-live that felt like a step forward rather than something done to them. The Work We treated the migration as two journ

The Mission Every organisation has a Major Incident process. Fewer have one that people actually follow when everything is on fire. This one existed on paper, but in practice it was a mix of tribal knowledge, improvisation and whoever shouted loudest on the bridge call. The process needed updating, but the real brief was bigger than a document refresh. A process nobody adopts is just a well-formatted PDF. The job was to rebuild it, then make it stick. The Work We started by r