Especially in the insurance business, establishing strong and lasting customer relationships is the key to success. It is clear that Swiss Re can only achieve this goal if its employees are very satisfied. Therefore, one goal is to improve the employee experience. “We have more than 14,500 employees. From the company size, this is a relatively small number, which means that our employees are very important for good business transactions,” said Stefan Sieger, head of customer experience and digital delivery, Swiss Re Group operations. Giving up time to perform management tasks is not an option.
ContactOne helps Swiss Re improve the employee experience and achieve productivity goals.
Swiss Re’s cooperation with ServiceNow began a few years ago. IT service management tools are used to integrate and optimize various processes in various locations. This makes 20 old tools obsolete. These successes prompted Swiss Re to gradually adopt the corporate service management concept. Sieger said: “We want to focus on simple interactions, avoid frictional losses, and provide employees with an easy way to work through internal processes.” To this end, Swiss Re has established a one-stop service. This provides employees with all the services they need. With a central point of contact, they can better focus on important tasks. The name of the one-stop shop: ContactOne. The ServiceNow integration enables Swiss Re to merge seven employee service centers, covering 90% of its business services, including human resources, legal and compliance, information technology, communications, global business solutions, corporate real estate, financial transactions, and customers Satisfaction and digital delivery. Now, a total of 170 business services can be used intensively.
Apply methods that are effective for employees to customers
A simple question that arises after success with employees is: Why not provide all services to customers? This is what Swiss Re does. The company has developed Magnum software solutions to provide customers with high-quality services. Magnum supports one of Swiss Re’s most important areas: life and health insurance. As an automated underwriting solution, Magnum enables customers to write life insurance. Magnum optimizes the number of applications submitted and underwritten every year over 14 million. ServiceNow customer service management is used to monitor and control customer issues.
ServiceNow can also be used in the future
Swiss Re will use ServiceNow as the backbone of operations to continue its digital transformation in the future. Then ServiceNow IT operations management, IT business management and ServiceNow security operations should be used. For Swiss Re, the advantages of working with a workflow company are obvious: ServiceNow provides functions that can be integrated with each other, a shorter time to market and a relationship with ServiceNow employees themselves.
Swiss Re is committed to being different, while ServiceNow’s Now Platform is not restricted.
Current service
Cherstrasse 4
8152 Glattbrugg Switzerland
+41 44 567 61 00
[email protected]
www.servicenow.de
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