Help Desk Testimonial
Anne BOULANGIER
Assistant IT Director
Nouvelle Compagnie de Réassurance
THE CONTEXT
The Nouvelle Compagnie de Réassurance, number 1 branch of the world-wide Münich Re Group, is one of the best real-estate and accident reinsurance underwriters in Europe, and also offers specialised solutions for life insurance.
It has a team of 10 IT staff who, on top of their IT tasks, also take care of the support for 150 users, with easily-imagined consequences: the technicians are constantly interrupted, causing scheduling conflicts between the projects and the urgent demands of the users, the users can't find the right person to help them, have to wait for their problem to be resolved, etc...
THE NEED
Desiring to reorganise the team towards increased specialisation, Anne Boulangier contacted Valthicha for the implementation of a separate support service. By using external consultants, her internal team was relieved of this extra work and able to concentrate on the domain-specific assignments. The help desk service had to be available non-stop 10 hours per day, while managing days off and other absences.
The challenge is also user acceptance, by showing them respect and professionalism, while dealing with the pressure!
THE RESULT
The team of four consultants is rapidly in place, first taking on infrastructure, and later application, support, and later integrating a person dedicated to manning the specially-created hotline.
"The consultants were uniformly competent and conscientious," says Anne Boulangier, "and they really played the part of service provider for the users! In fact, they were all, ultimately, hired on by us…"