Client Results
Here are some of the outcomes we've delivered:
NIS2 compliance achieved
As a provider of critical infrastructure, the client was required to comply with the NIS2 requirements. We mapped key processes with the cybersecurity team, implemented required improvements, optimised information management, and automated audit-related tasks in ServiceNow to reduce overhead.
Outcome: NIS2 compliance achieved and certification achieved, before the deadline.
30% fewer incidents, 35% higher FTR, +45% customer satisfaction, and lower costs
This fast-growing company faced rising customer complaints and declining sales. Knowledge was scattered, assumptions differed between staff, project leads had different priorities, and communication was inconsistent, often leaving customers uninformed. We aligned processes, clarified priorities, coached project leads, and made communication a core pillar of execution.
Results: Within 6 months, the company saw 30% fewer complaints and incidents, 35% less rework, 45% higher customer satisfaction, and overall lower operating costs.
35% reduction of incidents
During a ServiceNow transition impacting 1,200+ internal users, the client wanted to maximise knowledge-driven support. We led the implementation: knowledge base design, governance, integration into IT and business processes, and change management, including coaching 150 knowledge owners.
Results: 35% reduction in the number of incidents
Working with Hans has been a great experience. He is very knowledgeable about Knowledge Management as a topic, but also knows how to bridge between theory and praxis, and throughout remains mindful of the complexities of a large organization. He was very hands-on in his approach to our ServiceNow adoption, and doesn’t sweat the hard work of practical contribution. His soft approach and collaborative spirit has been well regarded and appreciated. I would highly recommend Hans to any organisation that is looking to improve their approach to Knowledge Management.
Peter Maeseele (BA Methodology)
Time-to-competence reduced by 37.5%
New IT & Digital employees spent 2 months in onboarding before being productive. Junior hires lacked clarity on role expectations. We streamlined the onboarding process, clarified responsibilities, improved information flow, and ensured employees received the right information at the right time - not all at once. Team leads benefited from clearer roles and resource prioritisation.
Results: Time-to-competence reduced by 3 weeks (37.5%), and teams became more effective through better resource allocation.
Higher Operational Readiness, Fewer Go-Live Incidents
Go-live incidents were increasing due to poor handover between project and operations teams, directly impacting external clients. As a neutral facilitator, we aligned PMO and Operations on information needs, designed a clear handover process, and integrated it into daily operations.
Outcome: Improved handovers, higher operational readiness, and fewer go-live incidents.
Better international collaboration, more reliable delivery & product quality
Rapid growth across countries created misalignment between business, analysts, and developers.
We improved change management and knowledge sharing, made assumptions explicit, and aligned expectations across locations.
Outcome: Stronger international collaboration and a clear increase in product quality
Working with Hans for over a year at Solutions30/Unit-T was a real professional added value for the team and company. The ability of Hans in turning problems or use cases quickly in end to end business solutions makes him a strong pivotal asset to drive the business partnership of an IT organisation to the next level. Hans will not only tell you how it should be done, he actually also pushes teams to get things done. (...) Looking forward to work with Hans again in the future!
Johan Van De Wyngene (CIO)
Improved project management & stronger IT partnership with the business
The client was looking for ways to improve the profile of the IT department as a valued partner of the business. We found that (business) project coordination relied on ad-hoc communication, scattered across emails and tools, causing confusion and wasted time. Together with IT and business teams, we defined a structured project approach and digitised information sharing to clarify responsibilities and ensure the right information reached the right people.
Outcome: Reduced overhead, more effective project coordination, and a strengthened IT-business partnership
Hans helped us set up a digital workflow of the activities needed to start a construction project. Through this, the process was standardized and all information is available in a central tool, reducing the time-to-competence of new employees of the involved services. He also ran a workshop around knowledge management and provided us with practical recommendations to improve our IT operations service delivery. It was an enjoyable collaboration.
Kenneth Claes (IT Infrastructure & Operations Manager)
Higher maturity in risk management
Due to compliance needs, the client had to improve knowledge-related risk management. But, data collection was fragmented and unclear. We improved data stewardship and built a scalable system for trend analysis.
Outcome: Higher maturity in risk management.
(...) We collaborated together on defining parallels between the Expertise Management and Knowledge Management and ways to bring these further in our organisation. His help was extremely valuable, as he proven to be very action and results oriented, collaborative and able to step back and bring new insights into the process. He integrated our team very rapidly and was a very appreciated colleague. I definitely recommend Hans to any organisation aiming to improve its processes and define & implement a Knowledge Management process.
Nicoleta Codrea, Expertise Management)
(...) Our team appreciated his support. The main key ideas were mainly coming from Hans and his analytical rationale helped a lot in our skills assessment exercise. He has the ability to simplify complex issue. He is a real eye opener on complex situation. He has strong analytical view. He understands the big picture quickly. He has a strong understanding of complex processes and has the ability of putting that into a simple drawing. He processes his idea quickly and demonstrates easily his idea is a real added value. He feeds the other ones thoughts with brilliant explanations. For all reasons mentioned above and many more, It sounds obvious to me that we all should have a "Hans Luyts" in every team.
Angela Baio, Expertise Management