CompuCom has brought innovation to its Level 3 remote technical support, significantly reducing the number of machines to be re-imaged and drastically reducing the number of service technician dispatch calls for on-site support.
The largest publicly-held personal lines property and casualty insurer in America, this Fortune 100 company has Canadian and United States business segments selling auto, homeowners and other property/casualty insurance products, as well as emergency road service.
This insurer’s mission is to help customers realize their dreams by providing products and services that protect against life's uncertainties and help prepare for the future. Therefore, the organization’s associates must have round-the-clock access to their customers’ policy data in case any emergency arises. Because IT hardware support is not a core competency, the client elected to engage an IT service provider, specifically one that could bring added innovation and keep expenses in check.
The Solution A client since 1985, executive management has consistently chosen CompuCom® for several reasons, including excellent service, competitively priced solutions, geographic reach and ability to consistently meet service level agreements (SLAs). The insurer also values CompuCom’s ingenuity in presenting innovative IT solutions.
For nearly 30,000 PCs and laptops, CompuCom delivers end-user support and services, including installs, moves, adds and changes (IMACs). Network and IP phone installs and maintenance are provided for 27,000 end-users in the insurer’s claims and enterprise business units. In addition, CompuCom provides Level 3 remote technical support, as well as smart hands support. Servicing equipment deployment and refurbishment for any possible circumstances, CompuCom manages an innovative equipment parts room to efficiently deliver first -class Workplace Services. For example, in the event of an emergency, CompuCom has 500 units ready to ship from the Paulsboro, NJ Service Delivery Center to support the insurer’s mobile claims office.
In an effort to save the client money and improve service delivery, CompuCom is transitioning from a dedicated on-site service model to a hybrid dispatch and depot support model with more aggressive SLAs. End users can schedule equipment exchanges in advance by calling into CompuCom’s depot based in Minneapolis, MN and receive new equipment within two days.
CompuCom implemented a Level 1.5 help desk to support the insurer’s Level 1 help desk and CompuCom’s Level 2 field dispatch support services. The CompuCom Level 1.5 help desk identifies opportunities for remote resolution and documents the fix for the client help desk to use. As a result, the insurer is able to resolve more Level 1 help desk calls, improve speed to resolution, and reduce on-site technician dispatches.
Throughout this long-term relationship, CompuCom has consistently met SLAs. For more serious incidents, CompuCom has brought innovation to its Level 3 remote technical support, significantly reducing the number of machines to be re-imaged, and drastically reducing the number of service technician dispatch calls for on-site support. Consistent IT delivery and support allows this insurer to service their customers regardless of emergency or circumstance. In addition, CompuCom’s innovative programs have facilitated enhanced service levels and reduced operational costs.