Insurance Client is in Good Hands with CompuCom’s Innovative Service and Support

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.

Overview
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. The financial arm of the organization also provides life insurance through subsidiaries and provides investment products, targeting affluent and middle-income consumers.

Challenge
This insurer’s mission is to help customers realize their hopes and dreams by providing products and services that protect against life's uncertainties and help prepare for the future. Therefore, the organization’s insurance agents must have round-the-clock access to their customers’ policy data in case any emergency arises. Because IT hardware support is not among the company’s core competencies, the client elected to engage an IT service provider, specifically one that could bring added innovation and keep expenses in check.

Solution
A client since 1986, executive management has consistently chosen CompuCom for several reasons, including competitively priced solutions, ability to consistently meet Service Level Agreements (SLAs) and satisfaction with CompuCom’s excellent service. The client also values CompuCom’s ingenuity in presenting innovative solutions to more efficiently service the insurer’s IT support needs. CompuCom’s geographic reach and CompuCom badged employees are additional differentiators in delivering service excellence to this long-standing client.

For nearly 16,000 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 15,500 end-users in the insurer’s claims business. 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 800 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 onsite service model to a depot model with more aggressive SLAs. End users can either schedule equipment exchanges in advance or call into CompuCom’s depot based in Minneapolis, MN, and receive new equipment within two days.

Outcome
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.

Client Name: 
Personal Lines Property and Casualty Insurer in America
Services Provided: 
Measurable Results:
  • Consistently meets SLAs
  • Depot model enables new equipment exchange within two days
  • Innovative Level 3 remote technical support significantly reduced number of machines to be re-imaged
  • Drastically reduced number of service technician dispatch calls for on-site support
  • Reduced overall costs
  • Enabled better collaboration
  • Improved service levels and response times
  • Reduced risk and disaster exposure
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