IFFCO-Tokio General Insurance: Righteous Decision

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DQI Bureau
New Update

Iffco Tokio General Insurance is a joint venture between The
Indian Farmers Fertilizer Co-operative (IFFCO), one of India's leading
fertilizer producers and Tokio Marine and Nichido Fire Group, the largest listed
insurance group in Japan. In a short span of six years, ITGI is now counted
among India's top three private-sector general insurance companies with 92
offices and a countrywide network of 480 exclusive points of presence with a
customer base of one million.

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With a centralized IT architecture and a centrally located data
center in Gurgaon, the company with approximately 15 servers, centrally hosts
all critical business and office applications including an ERP solution,
applications related to claim settlements, mails, CRM, Document Management
System, etc.

IFFCO
Tokio General Insurance

Problem

n
User satisfaction declining due to increased time taken by service desk
to resolve IT related problems

n
No automated system to record problems and track changes leading to
decreased productivity level of engineers

n
Growing unpredictability about the number of engineers required to
troubleshoot at a given location

Solution

n
CA Unicenter Service Desk chosen for being ITIL compliant and cost
effective solution

n
ITGI also opted for the dashboard solution from CA for getting a
360-degree view of the user complaints and pending lists sitting in one
location

Benefits

n
User satisfaction rose, as engineers knew exactly root cause of problem
and managed to close the request on the same day

n
Time taken to resolve user complaints 35-40% less

n
ITGI became aware of any changes made to an application or procedure
anywhere in the company

"Being a services company, ensuring an efficient IT service
to our internal users was critical for us and in the absence of an automated
tool to meet the requirements of complaints, the users had a harrowing
time," says UC Dubey, executive VP, IT, Iffco Tokio General Insurance.

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Even though the company was growing rapidly, user satisfaction
was on a decline because of the increased time taken by the service desk to
resolve problems related to IT systems failure, and since there was no automated
system to record problems and track changes it led to decreased productivity
level of engineers, he added.

To resolve the issue, the company was looking for a product
which offered integrated incident, problem and change management, managed
service levels for ensuring response time commitments and used automated
customer surveys to ensure high quality support.

"During the search, ITGI evaluated some products in the
open market and zeroed-in on some of them including Openview, Unicenter, etc. We
finally zeroed in on CA's Unicenter Service Desk as it was the closest to
fulfill our requirement and was also ITIL compliant and was seeming a cost
effective solution," Dubey says. The company also opted for the dashboard
solution from CA for getting a 360-degree view of the user complaints and
pending lists sitting in one location.

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Benefits

After the deployment, user satisfaction went up as the engineers knew
exactly where the problem is and were able to close the request on the same day
itself. The time taken to resolve user complaints is now 35-40% less than what
it took before implementing Unicenter's Service Desk. Iffco Tokio became aware
of any changes made to an application or procedure anywhere in the company as
the workflow cycle became connected with the service desk implementation.

The facility management SLAs too were now well defined due to
accurate information provided by the service desk. It's possible to impose a
penalty if the SLA is not honored.

Stuti Das

stutid@cybermedia.co.in