Case Study: Mitchell International saves 37K hours annually and speeds reporting with BMC Software Remedyforce

Mitchell International moves service desk to the cloud and saves 37K hours annually processing 50 million insurance transactions

Mitchell International, North America’s leading provider of property and casualty claims technology, needed to improve service-desk visibility and efficiency as it scaled—supporting more than 50 million transactions a year for 300+ insurers and 30,000+ repair facilities. The company wanted to move critical systems to the cloud so IT could focus on customer needs rather than maintaining on-premises infrastructure.

Mitchell implemented BMC Remedyforce on the Force.com platform, consolidating legacy tools into a single cloud-based ITSM solution. The change produced 95% faster reporting and 75% faster onboarding, saved an estimated 12,000–37,000 hours annually on access requests plus 2,000 hours on change processes, improved SLAs, introduced one-touch reporting and a self-service portal, and supported 10% user and 15% ticket growth without adding headcount.

Mitchell

Pauline Mulvey

Vice President, Enterprise Business Technology