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Our Case Studies
Cases
At Pink Elephant EMEA, we pride ourselves on delivering tailored IT Service Management and business solutions that drive results. Our case studies showcase real-world examples of how we've partnered with organisations across various industries to overcome challenges, streamline processes, and achieve their goals. From enhancing operational efficiency to navigating complex digital transformations, explore how our expertise and innovative approach have made a lasting impact on our clients' success
Real results from real organisations
Every engagement starts with a problem worth solving. These case studies show how Pink Elephant has helped organisations across Europe improve their IT service management, cut through complexity, and build something that lasts. No polished success stories, just honest accounts of what the challenge was, what we did, and what changed.
Building confident junior SAP talent with e-learning
Education / Training provider
Training
Dutch training provider iTrainee prepares graduates for their first role as a junior SAP professional. Technical SAP skills alone were not enough, so iTrainee added Pink Elephant's e-learning portal and AgileScrum Lego workshops to its traineeship. More than 500 trainees have now taken the courses, arriving at their first assignment with the language, confidence and awareness of modern IT practice that customers expect from day one.
Transforming the National Deaf Children’s Society’s helpline with Freshservice
Charity / Not-for-profit
Technology
The National Deaf Children's Society's 16-strong Care team handles around 2,000 emails a month, but its busy Helpline was still being run through Outlook inboxes and manual processes. Pink Elephant implemented Freshservice as a single, centralised service management platform, giving the Helpline and Supporter Care teams clear visibility of every request, smoother collaboration and meaningful reporting for the first time.
Yondr, a fast-growing hyperscale data centre operator, had outgrown a managed service provider that could not keep pace with its expansion. We took over as Yondr's 24/7/365 first-line service desk, delivered from our global Managed Service Excellence Centre, and now consistently hit 100% SLA compliance with calls answered in seconds and almost every ticket resolved at first contact.
Transforming MSI Defence Systems Ltd’s IT Support ticket management in days
Defence / Advanced Engineering
Technology
MSI Defence Systems Ltd had outgrown an informal IT support model built on relationships and quick fixes. We implemented Freshservice within days, giving the team a structured platform with full visibility, automated workflows and data-driven reporting that turned firefighting into proactive service delivery.
SCS JV had only weeks to replace Cherwell, the ITSM platform underpinning identity, access and service management across 22 active HS2 construction sites. We guided the platform selection, mobilised interim hosting and delivered a full enterprise replacement on Ivanti Neurons in just 54 days, with no disruption to live operations.
Aon's IT Services team was already mature and aligned to ITIL V3, but a process-driven mindset was holding back user experience. We carried out a PinkScan maturity assessment, interviewed more than 35 staff across three continents, and helped Aon shift to ITIL 4-aligned practices and a unified service mindset that puts the user at the centre.
Brooke had grown from a UK charity into a global organisation, but its Information Services team was still firefighting through walk-ups, emails and casual chats. We worked with Brooke over five years to professionalise ITSM delivery, implement Freshservice, design services and processes, and ultimately achieve ISO/IEC 20000-1 certification.
Bespoke Customer Service training programme for GTT
Telecoms / Managed Networks
Training
GTT wanted to shift its Service Assurance teams from delivering customer support to delivering customer service. We designed and delivered a bespoke training programme for more than 500 staff across 15 countries and three time zones, transforming mindset, soft skills and customer interaction across the global business.
Teijin Aramid wanted to manage its global IT organisation through a single, future-proof platform rather than a stack of best-of-breed tools. We rolled out Freshservice as an Enterprise Service Management solution across IT, HR and Facility, delivering faster ticket turnaround, automated workflows and high user satisfaction worldwide.
Isabel Group achieves ISO/IEC 20000-1 Certification
Financial Services / Fintech
Consulting
Isabel Group, the leading multi-bank internet services provider in Belgium, set out to achieve ISO/IEC 20000-1, the international standard for IT Service Management. We worked with Isabel from start to finish to design, document and embed the processes that earned the certification, making Isabel one of only three companies in Belgium to hold it.
Pink Elephant provides a multilingual IT Service Desk
Retail / IT Distribution
IT Support
One of the world's largest technology distributors needed to lift the customer experience of its internal IT support service. We took over the multilingual service desk, ran a 12-month improvement plan and reshaped people, process and technology, dropping abandoned calls from 21% to 4% and lifting first-time fixes from 21% to 62%.
Joost-IT is a small Dutch consultancy specialising in Agile Service Management and IT tooling. Certification matters in their market, but so does work-life balance. The Pink E-Learning Portal helps Joost-IT keep its 16 consultants certified and current, with flexible, on-demand learning that fits around the business and the individual.
The London School of Economics needed to refresh outdated ITSM technology and the processes around it. We ran a PinkScan maturity assessment and a PinkSELECT tool selection, helping LSE move to a fit-for-purpose ITSM platform with optimised processes that lifted morale, customer experience and service quality across the university.
Growth powered by Pink Elephant’s SIAM IT Service Desk
Manufacturing / Reusable Packaging
ConsultingIT SupportTechnology
Corplex needed to transform its legacy IT operation after acquisition, without recruiting a large in-house team. We delivered a SIAM operating model with our 24/7 multilingual Service Desk as the single point of contact, plus a hosted Cherwell ITSM platform aligned to ITIL, giving Corplex one partner for global IT support across the UK, France, Slovakia, Spain and the USA.
Service Desk transformation at the University of Oxford
Higher Education
Consulting
The University of Oxford set out to consolidate three independent IT help desks into a single service desk for over 40,000 IT users. We supported the IT Executive Management Team across two phases, from vision and assessment to ITSM tool selection, process design and business simulation, helping Oxford build a roadmap and an integrated IT service ready for the next phase of growth.
