Case file · 2022 to 2024

Hours lost every day to slow laptops. Fixed, one batch at a time.

A wave of “my laptop is slow” tickets is easy to write off as noise. Here is how ticket volume across more than 80 users turned into a hardware strategy decision, and a 24-month, batch-by-batch replacement programme to fix it.

Organization

Jackson Etti & Edu (law firm), Lagos, Nigeria

Role

Enterprise Solutions (ERP) Analyst

Affected users

80+, with ticket volume exceeding half of that population

Reported impact

2 to 3 hours of lost productive time a day, per affected user

New device standard

HP Envy x360, 8GB RAM, 11th-generation Intel processors and above

Rollout

Phased over 24 months, in batches of 4 users a month

The problem

In 2022, more than 80 users across the firm began experiencing persistent laptop performance issues: frequent system hangs, severe slowdowns, and general degradation. Ticket volume from those users exceeded half of that population, and in many cases people were losing roughly 2 to 3 hours of productive time a day to it. This wasn't a routine support backlog anymore. It was a business productivity problem.

The investigation

I engaged directly with affected users and reviewed the recurring support tickets rather than closing them one at a time. The pattern was consistent: the existing laptop fleet couldn't meet day-to-day performance requirements, and continuing to patch individual devices wasn't a sustainable fix. With the firm embarking on a broader digital transformation journey, I assessed the hardware environment against where the firm needed to be, not just where it was, and the findings pointed to one conclusion: the laptop brand itself had to change.

The business case

I built the case for moving the fleet to a more capable, reliable platform, and set HP Envy x360 devices, 8GB RAM, 11th-generation Intel processors and above, as the new standard. I took the investigation and the case to my manager first, who bought into it and passed it on to management for approval. Rather than replacing the entire fleet in one pass, I proposed a phased rollout that balanced business continuity, operational load, and the resources actually available.

The rollout

The replacement programme ran over 24 months, in controlled batches of 4 users a month, prioritizing whoever was carrying the greatest productivity impact first. That pace kept disruption to business operations low, kept the programme inside operational constraints, and let the computing environment standardize gradually instead of all at once.

The result

What started as a recurring “my laptop is slow” ticket became a structured hardware strategy: 80+ users moved off a fleet that was quietly costing the firm hours of productivity every day, onto a standardized environment built for where the firm's digital transformation was headed next.