Case Studies

Company provides comprehensive no-fault personal injury cover for all residents and visitors.

Insurance company manages 7,000 claims per day – a new one every 2.3 minutes — meaning its systems have to be highly robust, flexible and secure. The organisation needed to improve its IT services user satisfaction, which stood at 68% and to stabilise and enhance its IT environment to meet operational key performance indicators.

Keyit recommended client adopt a Unified Service Management (USM) solution to enable seamless service delivery to its numerous internal and external customers. It was critical that client reuse and share knowledge amongst the various parties, so to achieve this, Keyit leveraged its vast Knowledge Centered SupportSM (KeyitSM) experience.

Keyit principles were integrated into Keyit’s ITIL® aligned processes and before transition, existing client call records were analysed to create knowledge-based articles. Extensive article topics included not only incidents and service requests, but also subjects pertinent to suppliers and the services they provide. Links to additional documents were also included where appropriate.

The framework used was based on the Knowledge Centered SupportSM (Keyit), which was integrated into Keyit’s Unified Service Management solution.

With an inherently complex business, technical and supplier environment, the teams at client, together with Keyit determined that the USM solution together with the Keyit principles and the ITIL framework, was the best fit solution. Throughout the project, Keyit continuously gathered feedback from users and the business groups engaging with IT on the quality of services being delivered.

This continuous method of communication meant that users were up and running quickly and able to take immediate advantage of time savings from high volume incidents. client now has a stronger relationship and governance framework, and is able to deliver operational efficiencies to both internal and external customers.

In-vitro diagnostics global leader Johnson & Johnson (Abbott) offers a range of innovative instrument systems and tests for hospitals, reference labs, blood banks, physician offices and clinics. clientneeded to better manage its on-site field engineer resources to improve response times, accuracy and customer satisfaction. The direct engineer/customer engagement model it was using had led to a lack of visibility across different areas of the business.

Keyit established a multi-lingual service desk and worked with client to re-engineer the on-site support process. We installed multiple in-bound telephony lines for each country and educated the customers to call those lines, rather than engage engineers directly. To roll out this complex project, we collaborated with client staff located on site in Malaysia on process design, technology needs and employee selection. Our track record of performance-managing small teams and multiple languages and cultures, created a central point of customer engagement and a single source of business intelligence for the region.

Due to the complexity of Abbott’s business and the sensitivity of its operating requirements, combined with anticipated changes to operations, it was essential we visited healthcare institutions as part of the change management process. This activity reassured client and its clients that they would be engaging with teams of real people who were committed to their business, as opposed to “faceless” call centres. A key part of the project was reassuring the client that the changes were a positive thing and that they would be carefully managed.Today, responsiveness and customer satisfaction have improved significantly.