Case Study: Swiss Re achieves one-stop service delivery and boosts productivity and NPS with ServiceNow

Swiss Re extends one-stop service delivery from employees to customers with ServiceNow

Swiss Re, a Zurich‑based global reinsurance company with 14,500+ employees, needed to improve employee satisfaction and free knowledge workers from time‑consuming operational and administrative tasks. The firm faced fragmented IT and service delivery—multiple legacy tools and seven separate service centers—that reduced transparency, slowed onboarding and diluted the employee and customer experience.

Using the Now Platform (ServiceNow IT Service Management and Customer Service Management), Swiss Re launched ContactOne—a one‑stop service center that consolidated 20 legacy tools and seven centers to cover 90% of business services—and extended the approach to external clients via its Magnum solution. The result: 66% of 660,000 annual inquiries resolved through self‑service, a 3% year‑over‑year productivity gain, a 30‑point NPS increase for ContactOne within 18 months, and a lean team of 45 agents supporting the entire workforce, with plans to expand capabilities with ITOM, Security Operations and Virtual Agent.

Swiss Re

Stefan Sieger

Head of Customer Experience & Digital Delivery, Group Operations