Helpdesk Axa

Optimisation of the IT helpdesk

through innovative automation technology

A leading French insurance group was dissatisfied with its IT helpdesk, which offered little innovation and automation. The HWS Gruppe carried out an analysis and implemented a customised solution: a specialised IT helpdesk, an automated live dashboard and an optimised password reset. A great success measured by the Net Promoter Score of 89 points.

USER Helpdesk Success Story

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HWS Group – Helpdesk implementation

Customer feedback: Since we started working with the HWS Group, our helpdesk has become much more transparent. We can now track exactly how many tickets were raised and how quickly they were resolved. The smart resource planning of the HWS IT helpdesk has resulted in an availability rate of 95%. "

Torsten Möller
Leader Workplace Support
AXA Konzern AG

challenge

A leading French insurance group was dissatisfied with the innovation capability of its existing IT helpdesk, which was operated by a long-standing provider. Although the helpdesk generally worked, it lacked proactive suggestions for improving and automating processes. In particular, the time-consuming monthly analyses and the lack of adaptability of the helpdesk led to inefficient processing of requests and limited responsiveness to the growing demands of employees. The customer was looking for a flexible, innovative solution that would increase efficiency and reduce the number of incoming tickets through automation and real-time reporting.

Analyse

The HWS Gruppe began with an in-depth analysis of the existing helpdesk processes and systems in order to identify the weak points. It became clear that the helpdesk could be optimised at several points: There was a lack of real-time transparency in ticket processing, and simple tasks such as password resets were causing an unnecessarily high number of tickets. In addition, there were no flexible automation solutions that could relieve the IT team. The analysis showed that automation, a modern live dashboard and optimisation of the most common helpdesk requests, such as password resets, were key to improving helpdesk performance.

Realisation

Based on the findings of the analysis, the HWS Group implemented the following measures:

1. Set up a specialised IT user helpdesk: A dedicated, specialised IT helpdesk was set up for the customer within two months. The HWS team prepared the helpdesk for the specific requirements through an intensive training programme.
2. Implementation of a fully automated live dashboard: To eliminate the need for manual weekly analyses, an automated dashboard was developed. This dashboard enabled real-time tracking of performance data and immediate evaluation of helpdesk performance.
3. Optimisation of the password reset process: An automated process for password resets was introduced to significantly reduce the number of tickets and increase the efficiency of the helpdesk.
4. Flexible payment model: A customised, flexible payment model was developed that gave the insurance group more flexibility and cost certainty, allowing them to scale the helpdesk as needed.

Benefits für den Kunden:

The successful implementation of the HWS solution brought significant benefits to the insurance group:

High initial resolution rate: 75% of incoming tickets or calls were processed and resolved immediately. This led to a significant increase in efficiency and noticeably higher employee satisfaction.
Transparency and real-time reporting: The fully automated live dashboard enabled precise real-time tracking of ticket processing and resolutions, eliminating the need for time-consuming weekly analyses.
Cost and resource savings: Optimisation of the password reset process led to a significant reduction in ticket volumes, resulting in substantial savings in resources and costs.
Increased employee satisfaction: The Net Promoter Score (NPS) of 89 points highlighted the high level of employee satisfaction with the new, more efficient IT helpdesk and the improved support.