SAP expertise plus industry expertise
In 2005 Munich Re mapped its core systems on a worldwide standard SAP platform. For support, this meant: several thousand users throughout the world had to be supported. Not only SAP and IT infrastructure expertise was needed, but also specialist knowledge of the company‘s specific processes.
Development of an international service support centre
NTT DATA convinced Munich Re with a transparent concept for knowledge transfer. The future support staff were already integrated into the development and testing phases of the end-to-end system. Important: with its skills, the support team maps the areas of IT, support and insurance/reinsurance. All participating service groups were integrated into a ticket system to implement a clean, ITIL-compliant transition between the internal insurance first-level support, second-level support from NTT DATA and the development team.
Excellent support – tickets processed immediately
The service managers at Munich Re can now focus on controlling and developing and defining requirements and targets. Regional and application-specific reports provide extremely accurate information about the development of the service levels, problem areas and measures. The success in figures: globally, in second-level support NTT DATA processes about 350 tickets that are escalated from first-level support each month. 50 per cent of the tickets are handled within 3 hours, 75 per cent within maximum ten hours and more than 95 per cent within a week.
No fear of dependencies
“Our experience has shown that when the processes are transparent and the core support systems are your own systems, dependency can be managed. Then outsourcing support services for company-specific applications is feasible. “
Maximilian Maier, responsible Service Manager at Munich Re