HDI
Removing the barriers to compliance and improving overall service satisfaction with Autom Mate
About The Customer
HDI Insurance offers a complete range of products to insure against business risks. They offer worldwide cover in the form of international insurance programmes, full insurance cover for personnel assignments abroad or innovative insurance against cyber risks. As part of the Talanx Group, HDI Global SE has been one of the leading insurers offering a broad and needs-based range of insurance solutions and accompanying services for decades.
HDI operates through foreign branches, subsidiaries and affiliates as well as network partners in more than 175 countries, offering international industrial insurance programmes.
The Challenge
HDI faced challenges in ensuring compliance with ISO 27001 inventory ownership regulations. Manual embezzlement processes, IT department oversight, and a cumbersome approval system led to trust issues, errors, missing inventory, and increased workload.
The company also faced challenges in their software development life cycle (SDLC) as end users reported errors through ServiceDesk Plus (an ITSM application) instead of Jira, causing disruptions in the maintenance phase. This resulted in manual and time-consuming transfers of requests and actions between ServiceDesk Plus and Jira to address these issues and prevent customer dissatisfaction.
The Autom Mate Solution
Thanks to the full integration of both inventory ownership management and ManageEngine with Jira in the company, the non-value-added workload on IT employees was completely eliminated. Autom Mate also enabled auditors to access the data they need faster during both global and local audits. With the end-to-end integration of manually tracked bug logs, the rate of resolution within the SLA period increased significantly. In addition, thanks to the agency portal integration, confusion about opened requests and their status was prevented. This has made end users more satisfied with the service they receive.
