Covea Insurance drives customer service innovation with ServiceNow

  • Deborah Mulderrig
  • Customer Stories
  • Solutions
  • 2021
April 29, 2021

How to drive customer service innovation

The insurance sector is incredibly competitive and tightly regulated, so being able to provide great customer service is vital to success. And having the right technology is imperative to delivering quality service.

At Covéa Insurance, the UK arm of France’s top mutual insurance group, we provide commercial, motor, high-net worth, property, pet, and protection insurance to more than 2 million customers.

Our 2,000 employees have the best opportunity to provide great service when our technology is working efficiently and everyone can focus on helping customers. Our people also need to be able to access IT advice and support quickly and easily.

[Drive customer service innovation. Read our ebook.]

Imagine being one of only four insurance agents staffing a service desk that handles up to 1,000 calls a day. Because most of those calls are from colleagues dealing directly with customers, you’re trying to resolve each one in only 20 seconds.

In need of a seamless solution

Many of the 1,000 daily calls made to our service desk were simple, routine issues that could be successfully dealt with by technology-empowered self-service solutions.

Not only would this provide a better outcome for our customer-facing teams, but it would also enable agents to have more valuable interactions with colleagues and improve the user experience. To make this a reality, our internal systems needed to be seamless and flexible.

We had outgrown our legacy service desk solution and wanted to replace it. We also wanted to streamline and automate time-consuming processes, maximize system availability, and minimize disruption to our users.

Implementing IT self-service

After consulting the Gartner Magic Quadrant and looking at our service desk options, we determined ServiceNow® IT Service Management (ITSM) was the best on the market to support our service desk.

We implemented ITSM and built a user-friendly self-service portal to help staff find quick resolutions to simple problems, raise and track tickets, and email the support team. Users can also call the support desk when they need help and guidance and prefer to speak to someone directly.

By combining ITSM with ServiceNow® IT Asset Management (ITAM) we’ve gained better control and visibility of our IT ecosystem and can centralize more processes onto a single platform.

Reaping the rewards

Although we’re early in our ServiceNow journey, we expect to save on software, efficiency, and the volume of support calls. We’ll automate as much as possible and free our teams to focus on what they do best: providing amazing customer service.

While the ServiceNow technology has certainly impressed us, the company’s people have been there for us too, and that’s made a huge difference.

Without ServiceNow, our support team wouldn’t have been able to handle the volume of calls that came in during the COVID-19 lockdown, especially not with our goal of answering within 20 seconds. The solution was vital for ensuring business continuity.

And our under-pressure service desk agents? With training, they’re moving to other departments and roles where their knowledge and experience are in greater need.

It’s really important to find a partner that’s the right fit for your business and understands your goals—and then has the skills, commitment, and dedication to see the job through under pressure. ServiceNow met the challenge head-on, just when we needed help most.

Ready to improve customer loyalty? Learn how ServiceNow can help.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
    In our very first year of entry, ServiceNow has been named a Strong Performer in The Forrester Wave: Robotic Process Automation, Q1 2023. Find out why.
  • Generative AI capabilities: man in glasses looking intently at open laptop
    Now on Now
    How ServiceNow is using generative AI capabilities across its operations
    Generative AI capabilities can deliver rich experiences and unlock the potential of technology, people, and processes. Find out how we use them at ServiceNow.
  • Vancouver release: Put AI to work with the Now Platform
    Now Platform
    Meet the Now Platform Vancouver release: GenAI, security, and agility
    The Now Platform Vancouver release delivers innovation and GenAI, security, and agility solutions to maximize efficiency, optimize processes, and reduce costs.

Trends & Research

  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
  • #1 in ITSM, AIOps and IT Operations Market Share: Organizations around the world count on ServiceNow in times of change.
    IT Management
    ServiceNow is No. 1 for AIOps, IT operations, and IT service management categories by market share
  • ESG technology: green surrounding a river, woman smiling, 2 government employees in conversation
    Cybersecurity and Risk
    Survey says ESG technology drives results