Case Study: Vitality achieves greater service agility and lower costs with 4me

Vitality Switched to 4me to Increase Service Agility and Optimize Customer Experience

Vitality, a UK insurance provider with more than a million members, needed a future-proof enterprise service management solution that could scale with growing demand, improve collaboration across and outside the organization, and support additional services quickly and cost-effectively. The company was also looking to move beyond a slow, expensive legacy ITSM tool and create a better experience for staff, customers, and service partners using 4me’s ITSM, ESM, and SIAM capabilities.

Vitality implemented 4me with partner Revo and went live in just three months, replacing its previous platform with a more intuitive and highly integrative service management solution. The results included a 50% cost reduction, faster delivery of new services in weeks instead of months, improved customer experience, better first-time ticket routing, and stronger self-service adoption, with around 70% of issues now resolved through the portal.

Vitality

Dave Kelsall

SIAM Lead