Insurer Focuses on Insurance Thanks to Consistent Performance Delivery and Innovation in End-User Enablement

CompuCom has cultivated very strong relationships with the insurer’s business leaders based on consistent performance delivery, as well as innovation brought forward in the End-User Enablement space.

Overview
Based in Worcester, MA, this client is the holding company for several divisions and subsidiaries offering a wide range of commercial and personal insurance products. As one of the top 25 property and casualty insurers in the U.S., it helps protect small and mid-sized businesses, and individuals and families through a select group of independent agents and brokers. It is one of the oldest continuous businesses in the U.S. still operating within its original industry and has been meeting obligations to customers for nearly 160 years.

Challenge
Operating in a highly competitive insurance industry, this organization needed to focus their efforts on revenue-generating and market-differentiating activities. Since IT delivery and support were not a core business for the insurer, they looked to an experienced service provider to deliver these services to nearly 6,000 employees.

Solution
In 2006, the insurance organization looked at several IT services companies to support their goals. At that time, and again in the latest 2014 renewal, they chose CompuCom based on its ability to deliver impressive service delivery, competitive prices, compelling peer references, and strong reporting and service level agreements (SLAs). On an ongoing basis, CompuCom has consistently exceeded its SLAs throughout the life of the contract.

From both the Paulsboro, NJ and Mexico City, Mexico service centers, CompuCom delivers Level 2 Service Desk support and is responsible for the build, configuration, and imaging processes of all the client’s PCs, including 6,000 desktop and laptop computing assets as well as the virtual environment. Under contract for break-fix and IMAC (installs, moves, adds and changes) services, CompuCom provides services for the entire PC and print environment. CompuCom also manages all hardware asset management, as well as Level 3 application packaging services, which encompass desktop engineering, application releases and image maintenance and monitoring.

From its established Program Management Office, CompuCom has led various critical projects, including the introduction of CompuCom Deployment Management Tool CDM during the Windows 7 Migration Program for custom scheduling of enterprise wide Windows 7 refresh and migration activities resulting in improved end-user satisfaction.

Outcome
CompuCom has cultivated very strong relationships with the insurer’s business leaders based on consistent performance delivery, as well as innovation brought forward in the End-User Enablement space. CompuCom Persona & Community Services have provided a clear strategy and a powerful approach that captured and categorized the various persona attributes within the organization, and aligned the needs of the business and end users. Via a persona-based framework, CompuCom put the right applications, devices, and access in the hands of the right people at the right time, instead of simply managing devices. This empowers end users with the applications and devices they need, as well as focuses IT investment into the roles that drive the most business growth.

Client Name: 
Insurance Provider
Services Provided: 
Measurable Results:
  • Consistently exceeds service level agreements
  • Improved service levels and response times
  • Brought innovation forward in End-User Enablement
  • Provided powerful persona approach to capture and categorize various attributes
  • Reduced downtime and increased uptime by putting the right applications, devices, and access in the hands of the right people at the right time
  • Increased effectiveness of overall business processes
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