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A Focused and Innovative Service Desk Partnership
SaskPower is Saskatchewan’s main supplier of electricity, serving customers across the province’s extensive geographic footprint. With a service desk supporting approximately 4,000 employees and contractors, SaskPower required a partner that could deliver a high‑quality end user experience without disruption during a provider change. WBM and SaskPower worked together under an accelerated timeline, aligning on a structured transition approach, dedicated resources, and active collaboration with responder groups. The result was a service desk that launched operationally from day one and quickly progressed from early stabilization to measurable performance gains and strong user feedback.
The Problem
SaskPower’s service desk provider contract had expired, creating an urgent need to transition services quickly while protecting the end user experience. The organization needed a partner that could stand up a 24x7x365 service desk under a compressed 10 week timeline, minimize disruption to business operations, and deliver quick wins that improved service quality, collaboration, and support consistency for thousands of employees and contractors.
The Solution
WBM delivered a local, scalable service desk model backed by dedicated transition resources, structured onboarding, and multisite support operations. The team implemented key workstreams to enable 24x7x365 coverage, strengthened ITSM and knowledge processes, and introduced practical improvements that include enhanced reporting, dashboards, call tracking, and streamlined ticketing workflows. The Great from Day 1 approach emphasized collaboration with responder groups and rapid benefits realized through immediate quick win opportunities.
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The Outcomes
Day One Operational Readiness & Rapid Cutover
WBM flawlessly executed the service desk cutover at SaskPower, ensuring uninterrupted business operations and fulfilling the “Great from Day 1” promise. The transition was completed in just 10 weeks, with over 6 months of work condensed into 2.5 months. By day 16, the service desk achieved 100% SLA and zero abandoned calls, a first in SaskPower’s history.
Stabilized Performance & Quality at Scale
Following stabilization, SaskPower’s service desk attained SLA targets while handling increased demand. The transition supported a 10% increase in volumes compared to the same time the prior year, reinforcing the service desk’s ability to scale without compromising service quality.
Quick Wins Across Knowledge & ITSM Process
To create immediate value, WBM implemented 25+ quick-win solutions, driving measurable improvement in daily support operations. The team enhanced knowledge management by reviewing, updating and uploading 924 knowledge articles, and streamlined administration by removing 46 user groups.
Strong End-User Experience & Satisfaction
End user feedback validated the success of the transition, with streamlined surveys and higher response rates leading to tangible satisfaction. SaskPower achieved an 83% NPS, with users praising quick resolutions, clear instructions, and professionalism. These results reflect a service desk experience built to support users effectively during and after a high velocity transition.
