Efficient help for the customer’s members – day and night
A NemID that is tricky, or a password that does not match. With more than 100,000 members in Lærerstandens Brandforsikring (LB), there are daily challenges when members have to use the website's self-service function.
The Lærerstandens Brandforsikring have chosen leave the tasks to service, help and guide i relation to login to the self-service in the hands of IT Relation First Level Service Desk 24/7. This means that LB's customers or “members” can call for assistance, exactly when they need it – 24 hours a day, seven days a week: "It is our core competence to handle such tasks. We answer all types of questions and guide users in relation to the help that is needed. Sometimes there are problems with NemID, and we can usually also help them with solving that problem. At other times, they might use the wrong browser or they need to update Java," says Team Manager Maj-Britt Facius, IT Relation.
Quick and efficient help
Challenges, which can quickly grow into major frustrations for the end user. But in the hands of an experienced IT Service Desk employee, in most cases it can be corrected quickly with quality-conscious guidance.
"We often experience that LB customers are pleasantly surprised at how quickly they get help through the telephone system. Moreover, insurance is something that customers spend their free time and weekends on arranging. For this reason they are pleased to receive assistance at any time," says Michael Rosenstand.
Best use of resources
In addition to investing in good customer service all around the clock, the outsourced IT Service Desk also ensures efficient use of resources in LB.
"The agreement is a huge relief for LB's internal IT staff and specialists, so that they only receive and deal with the general and specific tasks that are relevant to them. It ensures that resources are used in the best and most efficient way. Our performance follows the demand at LB, and we already have Service Desk attended day and night, which in cost and efficiency must be weighted against the cost of employing on a permanent basis to the same high degree of IT professionalism, service and availability. Even in the future there are great prospects for the co-operation on dealing with end users' IT enquiries," says Michael Rosenstand.