Zurich-owned personal lines broker Endsleigh has replaced its legacy service desk with ICCM's e-Service Desk.
ICCM's software utilises the business process management program Metastorm and will allow Endsleigh to integrate its service desk, change and problem management systems.
Endsleigh IT project manager Jason Ross-Collins said: “We are already recognising real business benefits from the system. We have extended the original scope of the system, now utilising the extensive features available within e-Service Desk, notably the ability to generate calls based on emails and to provide our clients with a customer portal. This has led to improvements in client service, for example clients have the ability to update and track the status of their calls with out phoning our service desk.
“The level of management reporting we are able to deliver has dramatically improved greatly assisting the company in its drive to improve efficiency and working practices. We are very positive about the system and are now looking to the second phase of the project, deploying a seamless problem and change management system.”
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