One of the largest insurance companies in the Netherlands deploys mass notification to reduce headcount while making helpdesk system more efficient and effective.
SAN DIEGO (November 10, 2015)—MIR3®, Inc., the innovator of real-time Intelligent Notification (IN™) and response technology, today announced Dutch insurance giant a.s.r. has installed Intelligent Notification mass alerting system to reach technicians in order to escalate incident tickets smoothly, despite a reduction in headcount.
Even in a carefully managed computer environment things can interrupt normally smooth-running processes. For a large company like a.s.r., where many customers access insurance accounts via the Web, systems lags and slow website response is not acceptable. To Frans Boejé, monitoring specialist (I&O monitoring and security), those lags and delays are unacceptable.
To avoid just such a situation, a.s.r. used personnel from the control center that had been in place since the time of large mainframe systems. Although incidents were rare, in the case of a website being down or network lagging, the team of 16 operators who comprised the control center began calling technical engineers to find someone who could fix the problem.
In his quest to streamline the process and make it more efficient and effective, Boejé explored the use of technology to automate the monitoring and alerting operations. His team chose the Intelligent Notification system from MIR3 to work with the existing ITSM system, so that when signaled by the monitoring system, alerts could be delivered by text, email and phone to the suitable technician.
Boejé also uses RBA Integrator from MIR3, which provides pre-built visual building blocks to provide tight integration between Intelligent Notification and the company’s existing ITSM application, HP Service Manager. This allows for two-way interactions between applications and with any or all on-call personnel. The process works the same as always but without the need for expensive human telephone operators. (Read more about this use case and implementation in the related case study.)
“Our company relies on a number of insurance websites that have to be available around the clock or we’ll lose business,” said Boejé. “Even though we’ve incorporated as many as 25 technical departments, each with its own skills and on-call schedules, the new automated alerting system works well.”
Functionality and affordability drove the decision to choose Intelligent Notification and Boejé says MIR3 met the qualifications for both.