Covéa Insurance replaced a support desk solution and streamlined asset management by implementing a self-service portal for internal users—empowering support staff with better workplace technology.
Serving 2.1 million policyholders
Covéa Insurance, the UK arm of France’s top mutual insurance group, Covéa, provides commercial, motor, high-net worth, property, pet, and protection insurance to 2.1 million customers, and employs 2,000 staff across eight offices. Covéa group has a Standard & Poor’s ‘AA- Stable’ rating.
Modernizing legacy systems
The company’s internal service desk is staffed by just four reps, who handle as many as 1,000 calls per day. To free them up to have fewer, more valuable interactions to help improve the employee experience, the team wanted to replace its legacy service desk solution.
“We’d outgrown our previous solution and it was no longer fit for purpose for a company of our size,” explains Deborah Mulderrig, Digital Asset Manager at Covéa Insurance. “We also wanted to take the opportunity to streamline and automate time-consuming processes, such as procurement.”
Empowering users to self-serve
When Covéa Insurance went to market, it knew ServiceNow IT Service Management was best-in-class, but by combining it with ServiceNow IT Asset Management, more processes could be centralized onto a single platform.
The solution enabled the team to build a user-friendly self-service portal to help staff find quick resolutions to simple problems, raise and track tickets, and email the support team.
The new technology went live in June 2020, during the COVID-19 pandemic.