Case Study: Credendo achieves operational excellence and customer satisfaction with 4me

Insurance group Credendo was looking for a more flexible service management solution and chose 4me to help it achieve operational excellence and to increase customer satisfaction

Credendo, a European credit insurance group headquartered in Belgium with operations across 14 European countries, was looking for a more flexible service management solution. Its existing SysAid tool lacked the automation, SIAM support, and SLA/OLA measurement capabilities needed to manage its increasingly outsourced IT environment. 4me was selected after a review that also included ServiceNow, TOPdesk, SAP Solution Manager, and JIRA ServiceDesk.

4me implemented a full ITSM/SIAM solution for Credendo, including Service Level Management, Configuration Management, Incident Management, Request Fulfillment, Change Management, a Service Catalog, and a Self-Service Portal. The rollout took just six months from workshops to go-live, and Credendo reported less administration, better visibility into outsourced partner performance, improved operational control and efficiency, and higher customer satisfaction. The company said 4me’s service-level measurement and reporting gave it a complete view of daily operations and helped it move toward operational excellence.

Credendo

Jon Holvoet

IT Operations Manager