Case Study: a leading insurance and risk legal firm achieves enterprise-grade service desk performance with Acora

leading insurance and risk legal firm boosts first-time fix rates to 84% with Acora

The customer, a leading insurance and risk legal firm, faced challenges following a period of major mergers and growth. Its IT service desk had evolved organically and was becoming stretched, negatively impacting end-user productivity and the overall perception of the IT department. The firm engaged vendor Acora to perform an independent review and transform its IT support to align with its five-year growth vision.

Acora implemented and configured the ServiceNow service desk toolset to provide meaningful management reporting and establish formal processes based on ITIL best practices. This transformation significantly improved performance, with first-time fix rates increasing from 57% to 84% and overall service desk resolution reaching 90%. The partnership with Acora reduced call volumes and escalations, allowing the internal IT team to focus on other business-improving projects.