Based in India, IFFCO Tokio General Insurance (ITGI) provides general and customised insurance policies for property, automobiles, travel and health. ITGI has more than 800 full-time employees working from more than 250 offices throughout the country.
ITGI’s business is expanding rapidly, which makes meeting customer service expectations increasingly challenging. With IT at the heart of its customer service operations, ITGI needed to adopt a standardised approach for tracking user requests and incidents as well as IT assets.
CA Service Desk Manager and CA IT Client Manager have enabled ITGI to simplify change, incident, request, and asset management processes in line with ITIL best practice. CA Service Desk Manager is used to track 3,000 tickets a month while CA IT Client Manager enables ITGI to remotely resolve users’ problems and perform software upgrades.
Problem resolution times have decreased by up to 35 percent, which has enhanced user satisfaction and safeguarded the continuity of customer services. ITGI has also been able to make cost savings through better utilisation of IT assets.