- The Leading Swiss IT Service Provider for Health and Accident Insurers Relies on CA Service Desk Manager to Pursue a No-compromise Policy When it Comes to Top Quality Customer Support
The leading Swiss IT service provider for health and accident insurers, Centris AG, based in Solothurnsupports around 4,500 users in 28 companies to manage in excess of 1.5 million insured persons. An important element of the service portfolio of Centris, is the "Swiss Health Platform" (SHP), which is used by approximately 1,000 users. The quality of the customer support provided by Centris is the make or break factor for the competitiveness of this complex platform. As a result of market analysis, Centris chose CA Service Desk Manager from CA Technologies as the best solution for ensuring excellent customer support standards and can be easily maintained and supported in-house.
Using CA Service Desk Manager in conjunction with ITIL processes enables Centris and its customers to simplify, integrate and automate the support processes and make them more transparent. The workload on Centris's IT administration team has been reduced and the support processes have been made significantly more efficient for the customers. Change requests, release changes, error and event messages etc. can now be processed and dealt with far quicker, which results in higher productivity and greater customer satisfaction.
Martin Cetin, Head of Customers and Market at Centris AG commented, "The functionality of CA Service Desk Manager enables Centris to stand out from the competition, as the high level of availability of the applications and fast problem solving are key criteria in the insurance industry. Identifying and prioritising IT problems has helped us to automate a high number of our routine IT processes, which has lead to a reduction in the workload on our IT administration team."