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CDL (Cheshire Datasystems Ltd) is a market leader in the highly competitive insurance sector, providing software and service management for insurance brokers and insurers in the UK.

With ServiceNow, the company has delivered on its service strategy to shift away from being a technical helpdesk function to bring the customer experience to the forefront of service delivery, adding value to every interaction.

Through a self‑service portal and intelligent approach to incident workflows, CDL has reduced the time it takes to process an request from eight hours to just five minutes, reached 97% rating for its monthly incident resolution SLA and reduced the level of incoming calls and emails to the service desk by 50 per cent.

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