Case Study: Allianz Colseguros improves IT support efficiency with ServiceTonic

Allianz Group - Customer Case Study

The Colombian insurance company Allianz Colseguros, part of the Allianz Group, needed to migrate its IT support management to a new platform. Their challenge was to implement ITIL best practices, measure service levels, and establish a process framework for IT governance. They turned to the vendor ServiceTonic to find a solution for their service desk needs.

ServiceTonic implemented a comprehensive IT service management solution covering key ITIL processes including incident, problem, and change management. The implementation for 37 agents and 3,000 users featured deep customization, such as a 6-level ticket categorization model and over 30 different SLAs. The results included a significant increase in productivity, greater control over service indicators, and improved user satisfaction. ServiceTonic delivered these benefits with a fast return on investment and a low total cost of ownership.

Allianz Group