Evelyn Partners is a financial services company based in the United Kingdom. It is formerly known as Tilney Smith & Williamson, which was the result of a 2020 merger between Tilney and Smith & Williamson. The group also operates the online investment service Bestinvest. With over 185 years experience; they’re the UK’s leading integrated wealth management and professional services group, looking after their clients’ combined wealth and tax needs, personal and business.

Find out what SDI Membership means to them, and how they utilise it to achieve great things, from their Service Desk’s Head of Service Delivery, Ben Feenan:

What made you join the SDI membership Community? 

We have been on a journey through the merge of Tilney and Smith and Williamson and becoming Evelyn Partners, with one central Service Desk team, set of processes, and service management tool.  We have done some things well, and others where we needed to improve. We have seen and measured those improvements each day.

We utilise SDI membership to see where we are against industry benchmarks, as well as utilising the knowledge, training and community support to help us continually improve.

What member resources do you use? 

Community events, insight & member resources, training, etc.

What do you like the most about your membership? 

Regular events, great selection of support tools, industry benchmarking.

What is the greatest challenge faced by your service? 

Demand reduction is our big priority, reducing business disruption and the cost to support.

What difference has being a member made to your service and customers? 

The team enjoys exploring the materials and training to help build their development plans.

Why is it important to be part of a network/community? 

To learn and improve together.

What achievement (of your team/service) are you most proud of and why? 

Increasing our NPS scores, reducing time to answer and abandoned rates, improving our SLAs.

Quick Facts:
  • Business type (e.g. education, finance):  Financial Services – Wealth Management
  • Locations: London, Liverpool, Glasgow, Dublin, Birmingham, Newcastle, Bristol
  • Size of IT team: 50 (Including Level 1, 2 and 3 (Infra, Networks, Telephony, Security, Service Management))
  • Days and hours of operation: Mon-Fri 07:30 – 18:00
  • Multi-lingual?: No
  • Number of customers supported:  3500
  • Calls received per day: 126
  • ITSM Software:  ServiceNow


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