Ameritas is a mutual insurance company with a long tradition of striving to deliver the very best in products and services. It measures success by how many people they’ve helped – a philosophy that also plays a key role in its IT group.
In early 2012, IT VP Tom Schroeck and team were tasked with finding a solution that would integrate Ameritas’ informal ITIL processes for incident, problem and change management, and bring a more structured service management approach. They needed a solution that could be rapidly deployed, demonstrate early success, scale as needed and deliver value not only to the IT team, but also the Ameritas employee base.
As Ameritas defined its requirements, a cloud solution seemed an obvious choice, and the team soon zeroed in on Remedyforce to help it streamline service delivery. Remedyforce’s enhanced and intuitive reporting capabilities, dashboards, self-service, robust search, and strong knowledge management offering made it the ideal ITSM platform for Ameritas.
Right out of the gate, Ameritas was able to migrate incident management and multiple ” target=”_blank”>change management processes away from manual spreadsheet tracking. “One of our first steps was to move all change requests into Remedyforce and document the new process. The benefit was huge. Not only did it save time, but it also helped us improved our turnaround time on audits, improve workflow and allowed the team to get better at managing change requests,” said Schroeck.
Knowledge management was another desired benefit, so Ameritas was eager to adopt Remedyforce’s personalized self-service features. Now when users log into the system, they immediately see a list of the top questions and solutions. That quickly led to 60 fewer support calls a month – with more improvement expected as the knowledge content increases. Commenting on the self-service experience, one user said, “It was very useful, especially the step-by-step instructions and accompanying screen shot visual aids, which helped me to quickly solve my issue.”
Currently, Ameritas is looking at the newest update, Remedyforce Summer ’14, and its collision new detection and impact analysis functionality for change requests which can potentially be used during change advisory board meetings to help determine risk and impact with other changes occurring at the same time along with the new mobile application build on the Salesforce1 platform, which will further enhance the IT team’s effectiveness and productivity.
“Bottom line? We quickly delivered a new application – far faster than on-premise – with fewer internal and external resources,” said Schroeck. “We now have a single integrated system for the IT support center that allows us to drive continuous improvements in service and increase overall customer satisfaction.”
According to a financial analysis by Nucleus Research, Ameritas achieved 96% annual ROI with full payback in 1.5 years. Remedyforce not only improved service delivery, but also increased productivity, preempted four additional staff hires, and reduced technology and outsourcing costs.