Mike Evans works at “Inflight Enterprises”, a large Dutch IT service provider, at the one-man department IT Changes. This department accepts change requests from internal- as well as external customers and distributes these changes within the organization. Change requests can be announced by phone and email. Statistics reveal that customers that announce change requests by phone are served faster. Also, internal customers are helped faster than external customers, because internal customers often announces a change request and follow-up this request by visiting the IT Changes department. To reduce the difference in lead times, Inflight Enterprises approved Mike Evans’s proposal to introduce ANYWHERE365’s Unified Contact Center as its Personal Assistant.