Creating a Better IT Experience
A leading worldwide corporate insurance carrier based in Germany generated €9.3 billion in 2020 offering insurance services, asset management, and risk consultancy to over 86 million customers in more than 200 countries. With customers ranging from individuals to Fortune 500 companies, it services some of the world’s largest consumer brands, tech companies, and business entities in the aviation and shipping industries among others.
The company was not sufficiently meeting its workers’ IT support needs with its current Global Access Management approach. Ticket orders for employee service requests were often delayed or going unfulfilled resulting in personnel complains and costly production issues. Moreover, it was preventing personnel from performing at 100 percent. Its IT staff lacked the tools and knowledge base for improving its process workflow requiring a partner with the right insights and recommendations for diagnosing and solving the problem.
Applying Knowledge. Improving Service.
As a ServiceNow premiere partner, Sutherland’s global access management (GAM) team was able to draw on its expertise in working with the platform to employ service level agreement (SLA) best practices and extensive knowledge management.
Sutherland helped improve IT internal communications through regular calibration and impact assessment leading to a drop in ticket reassignment errors while speeding ticket resolutions. The team also reorganized ticket distribution and the queue management process to boost IT SLA.
The GAM team’s ability to work with the company’s IT staff to deliver higher levels of enterprise IT support helped the company optimize its ServiceNow platform and achieve better SLA while boosting customer service satisfaction among its employees. This proactive approach led to sustained results making Sutherland the company’s preferred IT GAM vendor.