Covea Insurance drives customer service innovation with ServiceNow

How to drive customer service innovation

The insurance sector is incredibly competitive and tightly regulated, so being able to provide great customer service is vital to success. And having the right technology is imperative to delivering quality service.

At Covéa Insurance, the UK arm of France’s top mutual insurance group, we provide commercial, motor, high-net worth, property, pet, and protection insurance to more than 2 million customers.

Our 2,000 employees have the best opportunity to provide great service when our technology is working efficiently and everyone can focus on helping customers. Our people also need to be able to access IT advice and support quickly and easily.

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Imagine being one of only four insurance agents staffing a service desk that handles up to 1,000 calls a day. Because most of those calls are from colleagues dealing directly with customers, you’re trying to resolve each one in only 20 seconds.

In need of a seamless solution

Many of the 1,000 daily calls made to our service desk were simple, routine issues that could be successfully dealt with by technology-empowered self-service solutions.

Not only would this provide a better outcome for our customer-facing teams, but it would also enable agents to have more valuable interactions with colleagues and improve the user experience. To make this a reality, our internal systems needed to be seamless and flexible.

We had outgrown our legacy service desk solution and wanted to replace it. We also wanted to streamline and automate time-consuming processes, maximize system availability, and minimize disruption to our users.

Implementing IT self-service

After consulting the Gartner Magic Quadrant and looking at our service desk options, we determined ServiceNow® IT Service Management (ITSM) was the best on the market to support our service desk.

We implemented ITSM and built a user-friendly self-service portal to help staff find quick resolutions to simple problems, raise and track tickets, and email the support team. Users can also call the support desk when they need help and guidance and prefer to speak to someone directly.

By combining ITSM with ServiceNow® IT Asset Management (ITAM) we’ve gained better control and visibility of our IT ecosystem and can centralize more processes onto a single platform.

Reaping the rewards

Although we’re early in our ServiceNow journey, we expect to save on software, efficiency, and the volume of support calls. We’ll automate as much as possible and free our teams to focus on what they do best: providing amazing customer service.

While the ServiceNow technology has certainly impressed us, the company’s people have been there for us too, and that’s made a huge difference.

Without ServiceNow, our support team wouldn’t have been able to handle the volume of calls that came in during the COVID-19 lockdown, especially not with our goal of answering within 20 seconds. The solution was vital for ensuring business continuity.

And our under-pressure service desk agents? With training, they’re moving to other departments and roles where their knowledge and experience are in greater need.

It’s really important to find a partner that’s the right fit for your business and understands your goals—and then has the skills, commitment, and dedication to see the job through under pressure. ServiceNow met the challenge head-on, just when we needed help most.

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