[ SYSTEM INITIALISED ] // SDI Award Winner 2026
Service Transformation
Hi, I'm Clare Langley.
I lead the customer experience at Akita. My focus is simple: I connect good service with smart technology to protect your revenue and help your business grow.
[ 02 // About Me ]
Bridging Service &
Technology.
Winning the SDI MSP Service Desk of the Year 2026 wasn't just about good support; it was about rethinking our entire customer journey.
As Customer Quality Manager at Akita, my role is to sit between the service desk and the boardroom. I build the practical frameworks (like ISO and XLAs) that keep customers happy, and design the digital tools (Web, AI) that make our teams more efficient.
[ 03 // How I Help ]
The Engine
Building the systems that let your business scale smoothly.
Streamlining
Operations
I map out how your business actually works, fixing the broken processes and setting up clear standards so you stop losing customers to easily avoidable mistakes.
Digital
Tools
I design and build the digital interfaces your customers and staff use every day, making sure they are intuitive, reliable, and look the part.
Working
Smarter
I look at where your team is wasting time on repetitive tasks and introduce sensible automation and AI tools to free them up for more valuable work.
[ 04 // The Approach ]
Strategic
Execution
Moving your teams away from daily firefighting and towards consistent, reliable delivery.
Phase // 01
Finding the
Bottlenecks
We start by looking honestly at your current setup. I find out where things are slowing down, where staff are getting frustrated, and where money is slipping through the cracks.
Phase // 02
Building the
Solution
This is where we fix it. I help put the right processes and technology in place, ensuring your team has what they need to do their jobs without fighting the system.
Phase // 03
Running
Smoothly
Once the systems are built, I make sure they actually work in the real world. I provide clear reporting for the board and support the teams using the new tools.
[ 05 // Results ]
Results That
Matter.
Annual Cost of Wasted Time
£0
0 Hours Consumed
Money You Could Save
Recover £0
See how much time and money you could save.
14% → 3.7%
Customer churn reduced over 3 years by proactively fixing issues before clients complained.
97%
Customer Satisfaction score maintained over 12 months, even during major company changes.