The client is a major insurance company established in the United States with a broad network of independent agents providing diverse insurance solutions across multiple states.
Challenge
The client’s IT Helpdesk was operating inefficiently due to several factors. They lacked documented basic process flows, used disjointed engagement and communication platforms, multiple legacy tools with inconsistent data with no formal governance, and no dashboards for monitoring and control. Furthermore, their IT Helpdesk team spent most of their time in follow-up, internal ticket assignment, routing, and routine queries resolution.
Solution
In a bid to modernize their IT infrastructure and enhance operational efficiency, the client turned to Orion. The process began by migrating their BMC Remedy solution to ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM), and Integration Hub. The functionality of 7+ legacy tools was now covered by ServiceNow product features.
Our experts meticulously configured end-to-end industry-standard workflows for Incident, Problem, Change, Release, Knowledge, Asset, and Configuration management processes as well as configuring Agent Workspace and Service Operations ensuring a seamless transition and alignment with best practices. On top of the ServiceNow Architecture, we integrated 7+ tools including Azure, AppDynamics, MS Teams, Pager Duty, Solarwinds, and Flexera.
Impact
With their new ServiceDesk operation, the client has streamlined operation with a 37% increase in efficiency for Service Desk Agents in the first 6 months. They also saw a 55% increase in self-service usage and 40% improvement in overall alert consolidation and monitoring. All of this is measurable thanks to their new capabilities when it comes to their new advanced reporting and dashboards built by the Orion team using Performance Analytics to enhance business vision and improve KPI tracking.
