service-flow customer stories

SERVICE-FLOW CORP.Huopalahdentie 24FI-00350 Helsinki Finland

SERVICE-FLOW UNITED KINGDOMHeron Tower110 BishopsgateLondon EC2N 4AY

[email protected] @serviceflowcorp

www.service-flow.com

Service-Flow | Customer experience

MTV MEDIA is owned by media company

Bonnier AB. The Finland’s leading TV, radio and online

media are all members of the MTV family. Bonnier AB employs a total of approxi-

mately 11,000 people.

1


Simplicity

Performance to service requests through automation

MTV Media

Challenge: There was a lot of manual work in user access request management. Requests were sent manually to a service provider. Tracking of the requests was difficult and time consuming.

Solution: MTV utilizes Service-Flow for connecting their Service Management system to their Service Provider’s Service Management system. Set-up enables automated ticket creation in both systems, automated status updates and ticket follow-up and reporting.

2

LocalTapiola Group is a mutual group of companies owned

by its customers. LocalTapiola is one of Finland’s largest insurance companies.

LocalTapiola’s products and services cover non-life, life and pension insurance, as well as investment and saving services. EPSI Rating revealed that among the largest insurance companies, LocalTapiola receives the best

grades from its customers for service quality, customer satisfaction and

customer loyalty.


The number of owner-

customers is nearly

1.6million.

LocalTapiolaemploys

approximately

3,400 people.

3


Control Service integrations implemented as a SaaS solution brought flexibility to a large-scale company fusion

LocalTapiola Group

Challenge: Merger of Tapiola and Lähivakuutus, all IT services outsourced to two separate service providers.

Solution: LocalTapiola utilizes Service-Flow for connecting its IT service providers to LocalTapiola’s incident and service request processes which run in different service management systems. Thanks to Service-Flow ITSM Integration Service, parties got to keep their own Service Management tools and have only one connection for connecting to other parties in the Service Supply Chain.

Most importantly, LocalTapiola has now full control and visibility to delivered services, and ticket flows are fully automated. Currently over 100 000 messages are sent and received monthly via Service-Flow.

“The implementation times were kept at 3-4 weeks – and more importantly, according to our own estimate, the costs turned out to be 50-60% lower than in a traditional integration project. Now we can also confirm that monthly costs have been reasonable due to the SaaS model,” states LocalTapiola’s Service Manager Heidi Kantell.

4

OP Financial Group is Finland’s largest financial

services group. It provides its customers with the best loyalty

benefits and the most extensive and diversified range of banking, invest-

ment and insurance services. OP Financial Group consists of about 180

member cooperative banks. Its central OP Cooperative is Europe’s strongest bank.


The number of customers is

4.3 million.

The Group has a staff of

12,000 people.

5

Performance


Service integrations offer control, transparency and effectivity to an outsourced multi-vendor environment

OP Financial Group

Challenge: OP Financial Group updated the operating model for its ICT services by outsourcing some of its application development and maintenance services. The new operating model improved the Group’s competitiveness, streamlined the production of services and made the product development process more flexible.

In the complex entity every service vendor had their own ITSM (Service Desk) tools and customized processes. In addition, information was in both in Finnish and English. Also the volume was high: thousands of error and service tickets are created every month.

Solution: The SaaS solution provides ready interfaces for both the most common ITSM applications and the biggest service providers – the role of Service Flow is to act as a silent translator and intermediate between them. The service integrations were part of the overall project, and their deployment between the three service providers took only three months.

All parties could keep their existing tools and processes but information related to the service processes is moved centralized and fast to correct locations, translated and forwarded by Service-Flow. The other benefits of SaaS model are continuous maintenance, development and supervision as well as lower life cycle expenses and reusability and flexibility.

“Our starting point was that the outsourcing partners adapt to our operating model and not the other way round. Additionally, it was important that we maintained the control of the data,” states Vice President of Common-ICT Services Marika Lindström.

6

SERVICE-FLOW CORP.Huopalahdentie 24FI-00350 Helsinki Finland

SERVICE-FLOW UNITED KINGDOMHeron Tower110 BishopsgateLondon EC2N 4AY

[email protected] @serviceflowcorp

www.service-flow.com

Service-Flow is a Finnish software company specialized in developing and producing the world’s first SaaS solution for Service Integration.

Company and the solution was born in the cloud 2011. Our offices are in Helsinki and London.

We help our clients to tackle their Service Management and Service Integration challenges by providing a simple, user friendly and understandable way to integrate separate parties in the service supply chain.

service-flow customer stories

Technology