Old Mutual Life Assurance Company is a leading provider of life assurance, savings, and retirement funding products. The firm is a subsidiary of Old Mutual Limited, a global financial services company founded in South Africa in 1845 and which currently has 27,000 customers across the world.
With such a dispersed workforce requiring a strong IT service management (ITSM) solution to support needs such as incident and change requests, the company also faced increasing pressure to be cost-effective. Because their existing system used a licensing model based on named users, the organization had some performance issues. Out of the 1,100 named users, only 400 could be logged in simultaneously under the current technical configuration. But to increase that number, they would have to incur more expenses.
Cost Savings and Flexibility
Like many companies, Old Mutual explored several options but eventually selected Cherwell’s ITSM solution. The determining factor was Cherwell’s concurrent user model. This provided a cost-effective fit for Old Mutual. But that was not the only reason for the selection. In addition to the savings, Cherwell offered flexibility, which would allow Old Mutual to create new functionality from now on.
The platform is well on track to deliver on Old Mutual’s initial goal of reducing costs, with savings expected to be delivered in the first 18 months and beyond. Cherwell has also provided Old Mutual with the ability to operate more efficiently due to its more open and flexible design. The solution also provides:
- Increased efficiency through accessible dashboards with ‘drag and drop functionality
- A single easily customized IT security module and
- A Configuration Management System to provide support for their 27,000 customers
The T4S Take: Look to the Future
Now that the initial work has been completed, Old Mutual plans to expand its use of Cherwell to other departments and locations. They also plan to upgrade and enhance many of their other service management functions. For example, they have added “Personal IT” to the system, opening the services to some 10,000 additional devices.
Questions to Ask About Your Own Digital Transformation
As your organization considers what needs improvement within your ITSM services, think about Old Mutual’s story and ask yourself:
- Is your current ITSM system cost effective?
- Does your current ITSM solution offer you flexibility?
- Is your current ITSM system secure and easy to manage?
Old Mutual’s Cherwell implementation has made all the difference in the world, and more importantly, it has saved them money. There is no reason your company can’t achieve the same results—provided you have the right service partner behind you! Get the full rundown on Old Mutual’s Cherwell implementation here.
We can help you realize your service management aspirations as well. Contact us today to learn how we can help drive a service management program across your enterprise.