Case Study: Global Insurer
Situation
Xcession working with a leading global (re)insurer, who are part of the global top-10 insurance group operating in the UK, Continental European and Bermudian markets. With a 300-year history and ~1,800 strong team in more than 20 locations worldwide, they deliver a quality service for businesses facing the most complex and demanding risks. They recognised the importance of enhancing their ServiceNow instance and engaged on a program of works with Xcession.
Client Team
-
Head of IT Service Delivery
-
IT Transformation Lead
-
ServiceNow Tooling Lead
Challenge
Their global technology transformation programme required a comprehensive Enterprise Service Management capability. Working with Xcession and ServiceNow, they wanted to offer each business unit a tailored service focused on excellent customer experience whilst remaining highly agile and efficient.
Solution
Fix The Basics – Address fundamental issues with data and configuration.
Improve – Enhance key areas of the toolset that enable efficiencies for End Users and Technical teams alike.
Transform – Introduce appropriate levels of automation and artificial intelligence to drive continual service improvement.
Solution
Fix The Basics – Address fundamental issues with data and configuration.
Improve – Enhance key areas of the toolset that enable efficiencies for End Users and Technical teams alike.
Transform – Introduce appropriate levels of automation and artificial intelligence to drive continual service improvement.
Better Customer Experience
Better Customer Experience
-
Increase catalog volume and relevance of catalogue items
-
Offer catalog based on legal entity requirements
-
Improve minimum data collection to significantly reduce MTTR and improve FTF
-
Introduction of new channels of communication (virtual agent)
-
Automation first approach to fulfilment
Higher
Productivity
Higher Productivity
-
Automated incident routing using AI / ML
-
Faster triage with better data collection at first point of contact
-
Automated deployment of software
-
Easier, more in depth, reporting and analytics
-
Fewer change rollbacks and reduction in change related outages
Greater
Agility
Greater Agility
-
Onboard and off-board Legal Entities quickly
-
Automated infrastructure and asset discovery
-
Service mapping and visualisation to support IM, PM, CM and Infrastructure / SecOps
-
Support improved processes to increase Change Management velocity
-
Support TOM restructure
Not only are Xcession great to work with, but they delivered above and beyond – we’re already seeing significant benefits across our operational activities and the project hasn’t even finished yet!
– IT Transformation Lead
Not only are Xcession great to work with, but they delivered above and beyond – we’re already seeing significant benefits across our operational activities and the project hasn’t even finished yet!
– IT Transformation Lead
Not only are Xcession great to work with, but they delivered above and beyond – we’re already seeing significant benefits across our operational activities and the project hasn’t even finished yet!
– IT Transformation Lead
Outcomes
34% reduction in
manual triage of incidents
34% reduction in manual triage of incidents
81% reduction in time to
resolve all AI routed incidents
81% reduction in time to resolve all AI routed incidents
Overall 24% reduction in
time to resolve incidents
Overall 24% reduction in time to resolve incidents
15% all software requests
now fully automated
15% all software requests now fully automated
