Case Study: Towergate Insurance achieves a connected organisation and 75% reduction in P1 incidents with Microsoft Dynamics 365

Towergate Insurance redefines customer value and becomes a connected organisation using integrated Microsoft solutions

Towergate Insurance is a UK specialist broker with more than 4,000 staff across 100+ offices that had grown through numerous acquisitions. That growth left a highly fragmented IT landscape—multiple telephony systems, varied hardware and Windows versions, poorly maintained data centres, no helpdesk—and an average of four P1 incidents per week that frequently disrupted customer service and business operations.

Working with Microsoft and partners, Towergate consolidated 1,400 servers onto Azure and adopted Office 365, Windows 10, Skype for Business and Dynamics 365 to modernize telephony, collaboration and CRM. The transformation cut complexity and maintenance, improved resilience and disaster recovery, delivered a 75% reduction in P1 incidents by 2017, enabled flexible working and a single customer view for better sales and service, and sped up broker onboarding from days to overnight.

Towergate Insurance

Gordon Walters

Chief Information Officer