Service Desk
Unlocking Capacity and Outstanding Performance
Vermilion Energy is a global oil and gas producer headquartered in Calgary, AB. With offices in North America, Europe, and Australia, they support over 1,100 corporate and field users worldwide.
Vermilion Energy knows the importance of providing a seamless end-user experience. But with increasing demands on their IT team, there was a clear need for a sustainable, long-term solution that was agile and flexible. With the help of WBM, Vermilion Energy transformed their service desk capabilities, achieving a near-perfect Net Promoter Score (NPS) in the process.
The Problem
Vermilion Energy’s help desk provided reliable IT support, but increasing demands kept the team from pursuing strategic goals. Routine tasks delayed modernization and improvements in knowledge management and automation, while their ITSM platform limited performance insights. The COVID‑19 pandemic highlighted the need for a scalable, agile, and data-driven service desk.
The Solution
Vermilion transitioned from an internal help desk to a partner-led service desk model, easing IT constraints and enhancing support. With a modern ITSM platform featuring reporting, automation, and standardized workflows, Vermilion gained the scalability and agility to maintain continuous service, even during a transition to remote work.
But the thing about WBM is the people, and the great feeling that you get when you are working together with them. Right from the outset we could tell that they are just like us in terms of values and approach, and WBM has been a great partner for us at Vermilion.
Explore How to Transform Your Service Desk
The Outcomes
ITSM Modernization
Transitioning to a modern ITSM platform, from onboarding and configuration to workflow automations, business rules, and meaningful reporting that enable data‑driven insights. This included the consolidation of 7 knowledge base sources into 1 unified source of truth.
Knowledge Management
A unified knowledge management system was established, contributing to end user satisfaction and productivity, with 380 knowledge articles validated and reformatted, 230 articles retired and 55 new articles added for faster, more effective support.
Operational Agility & Effective Change Management
Flexible tooling, proactive readiness, and strong collaboration that promote uninterrupted operations and resilience, speed, and teamwork under unprecedented conditions.
“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
Great from Day 1 Onboarding
A proven transition plan supported by a comprehensive assessment to configure the solution for efficiency and a “Great from Day 1” end user experience. Vermillion’s employees reported exceptionally high satisfaction, achieving an impressive Net Promoter score of 93 within the first 3-months.
An Award Winning Service Desk
Ready to Elevate Your Service Desk Experience?
If your service desk needs to support growth, change, or new expectations from the business, we can help you meet your evolving needs. Request a call below.
