Modis ITO Case Study Insurance

Read in the Case Studies how international insurance group use the Modis ITO IT support


Initial Situation and Objectives for Modis ITO

One of the world's largest reinsurers needed a reliable and solutions-strong partner to relieve its internal service desk during peak periods. At the same time, the service times were to be extended and the first resolution rate should increase. This should be reflected in the quantitative and qualitative improvement of the service quality.


Case Study Insurance Sector: The Modis ITO Solution

With the transfer of its service desk to us as a co-partner, our customer company had the following goals:

  • improvement of service quality for the end users
  • expansion of service times and solution portfolio
  • high first call resolution
  • 24/7 availability
  • high flexibility to cope with additional tasks


Service Desk Setup

  • Project start: 2019
  • Reporting volume: 2,000 contacts/month
  • Service hours: 24/7
  • Language: German and English


Service Desk Support

Depth of Service

  • 1st level support, application support
  • task, request, RITM handling
  • knowledge management, quality management
  • software installation
  • administration of rights
  • offboarding
  • password resets (Windows, Bitlocker, SAP, Doxis, Okta Verify)

Service Portfolio

  • MS Windows, MS Office, MS Outlook, SAP, Doxis, BI Tools, Adobe DC, Okta Verify
  • Windows Server, Sharepoint, Active Directory, SCCM
  • iPhone, iPad, iOS
  • customer-specific applications, alarm scanning and handling


The Result

Our Modis ITO support team is on call 24/7 for end user requests and often solves problems during the first interaction with the user.

We help users from simple settings in Office applications and Windows settings to full support of iPhone, iPad and special applications for operation.

In addition, Modis ITO's service desk agents assist users with creating the correct requests and always have an open ear for questions regarding the customer's IT infrastructure.

A high level of user-friendliness also increases the loyalty and satisfaction of the end user. This reflects in the measurably high customer satisfaction, which exceeds the customer's demanding specifications

With the means of comprehensive reports, we succeed in close cooperation with the customer to identify existing weak points in daily operations and to initiate appropriate measures.



Offene Stellenausschreibungen für Quereinsteiger und IT-Profis in Erfurt, Leipzig, Gera und Böblingen


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Modis ITO ist Teil der weltweit agierenden Modis Gruppe mit den Bereicht Engineering, IT und Life Sciences.


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