Introduction
Our client is a premier full-service brokerage in the U.S providing vital services including business insurance, employee benefits, private client coverage, and retirement solutions. Serving businesses and individuals nationwide, they ensure comprehensive risk protection and attractive benefits. With tailored offerings, they safeguard unique assets and deliver personalized retirement planning. This brokerage's holistic approach and nationwide presence make them a trusted partner for diverse financial needs, solidifying their position as a prominent player in the industry.
Challenges
Consistently acknowledged as an outstanding workplace, our client grappled with an ad-hoc helpdesk system that led to operational inefficiencies and compromised the value of their IT branding. Relying on a manual CRM tool, the Insurance Service Provider encountered delays and cost overruns. Despite having multiple departments, a unified IT issue resolution system was absent, leaving employees unfamiliar with ITSM tools.