Enterprise Service Desk
Working Together to Achieve a World-Class Experience
A Proven Approach That Puts Your Vision First
Is your current service desk solution keeping up, evolving, and staying in alignment with the increasingly diverse and always changing needs of your end-users?
Our discovery-based approach has allowed many of Western Canada’s top customer service organizations to build on what’s working, identify opportunities to address gaps, and deliver advancements where they will be most helpful.
A WBM Service-Desk Solution Empowers You To...
Set your in-house team up for success with Local, Western Canadian, and 24x7x365 Coverage 
Rapidly Improve Open Ticket Count, First Call Effectiveness, Net Promoter Score & Other KPIs 
Move From Discovery Insights to "Great from Day One" and Go Live in Weeks, Not Months 
Benchmark Your Own Performance Against Organizations Across the WBM Partner Community 
Deliver Data-Driven Innovations to Your Organization, Including Predictive Analytics & AI 
Leverage a More Predictable, Cost-Effective Pricing Model that Ensures we are Mutually Invested in Your Results A Culture of Innovation & Continuous Improvement
In 2021, we embarked on our Help Desk Institute (HDI) journey in support of our commitment to create world class customer experiences. We are proud to partner with HDI, the world’s largest and most respected association for the service and support industry.
From frontline support agents to managers and directors, we are on a mission to achieve HDI certification for our service desk operations. We are driven by a commitment to not only meet but exceed the expectations of the customers we serve every day, and this journey represents our pledge to achieving and maintaining the highest standards of service management quality and customer satisfaction.
The efforts of the exceptional talent across our Enterprise Service Desk team have not gone unnoticed, and we are proud to be recognized as a three-time global HDI award recipient for our dedication and commitment to excellence.
Joined by industry thought leaders, practitioners and solution providers, we are also honored to be part of the HDI Strategic Advisory Board. To shape the future of the service and support industry, we share our insights and expertise to help HDI improve and update its research, education and certification programs.
“We are honoured to be recognized by HDI as the 2024 Best Service and Support Organization globally. This award is a reflection of the exceptional talent and relentless dedication to excellence within our Enterprise Service Desk team and the skilled individuals across our teams at WBM. Each day, we are driven by a commitment to not only meet but exceed the expectations of the customers we serve every day. I wish to extend a heartfelt thank you to each of the amazing people who have rallied around us as part of our client community, it is your trust and belief in our team that provides us opportunities to innovate and enhance our services. Your unique needs and challenges inspire our solutions, and this award represents our shared success.”
We believe in building lasting relationships. That’s why we’re all-in on your success.
Our HDI journey is not a one-time event, but a continuous process of learning and improvement. Our alignment with organizations like HDI keeps us at the forefront of service and support excellence while continuing to evolve and innovate around the needs of our growing client community.
A Local Prescence and Community Experience
Every WBM Agent a Co-op Member
Learn how FCL successfully approached an urgent service desk migration that enhanced internal support, cut costs, and improved team performance.
Learn More About our Service Desk Solution
Begin Your Discovery
Request a consultation to start your discovery. Identify your gaps and the steps needed to achieve your vision.
Get Started
World-Class Support Infrastructure
Get 24x7x365 support delivered from our geo-redundant and Western Canadian-based Operations Centres.
Do More
Innovation, AI, & Data Driven Insights
Leverage ongoing investments in technologies to bring your team the latest in automation and efficiency.
Gain Insight
Predictable aaS Financial Model
Our innovative as a Service approach ensures savings and accountability over antiquated cost per call offerings.
Save NowWorld-Class Support Meets Western Canadian Values
I want to thank you for all you and your team are doing to help Vermilion with the changes we are making to work from home. While I obviously hadn’t anticipated a global pandemic, partnering with WBM to strengthen our team and provide scalability certainly was a key deliverable, and you are proving why this decision was a good one.
Steve Reece Director, Information Technology & Information Systems
Vermilion Energy
Vermilion Energy
Are You Looking for a Partner That Gets Your Vision?
Get in touch a WBM Subject Matter Expert today, and we’ll show you how our discovery-driven, outcomes-based process can make your vision possible.