Business: As an IT services provider for health and accident insurers in Switzerland, Centris supports 4,500 users at 28 companies. One of its key services is the Swiss Health Platform (SHP), which provides insurance companies with support for common business processes, such as sales and product development.
Challenge: Although SHP offers Centris customers an improved service, this also means that the application is quite complicated, making change, release and incident management more elaborate. Centris therefore needed a service desk solution that could capture more ticket information and support both staff and customers.
Solution:
CA Service Desk Manager is used both by Centris and insurance companies to log IT requests and problems. By facilitating the correlation and prioritisation of service desk tickets, the CA solution has dramatically simplified incident and problem management thereby reducing the IT workload.
Benefit:
Centris and its customers have been able to adopt more efficient IT support processes that enable service desk analysts to process more tickets in the same timeframe. CA Service Desk Manager has also reduced fault resolution times, resulting in improved staff productivity and customer satisfaction.
