At a glance

Eviden streamlined application management for SAP and non-SAP systems for a leading UK-USA based insurance company. This deployment leveraged automation to enhance service delivery and cut operating costs.


  • 40% reduction in mean time to repair (MTTR)
  • 12,000 tickets processed monthly
  • 2,100 hours of monthly effort saved
  • Improved availability, service quality and end user-satisfaction

Eliminating manual processes

A leading insurance company engaged Eviden to provide IT support services. This included the management of their global service desk. Eviden faced the challenge of managing manual processes for infrastructure monitoring, server provisioning, and service request fulfillment across multiple areas, including RSA token management and handling the global service desk.

Automation simplified with SyntBots

Eviden IP automation solution, SyntBots provided automated monitoring, ticket enrichment, and auto remediation, integrating with 20 enterprise tools to reduce ticket processing times and improve service delivery.

Enhancing service quality

Eviden’s solution resulted in significant operational benefits, including a 40% reduction in MTTR, processing of 12,000 tickets monthly through automation, and savings of 2,100 hours of effort monthly. This led to improved end-user satisfaction, service quality, and a reduction in unexpected service failures.

Why Eviden

Eviden has proven expertise delivering intelligent automation and has strong partnerships with leading commercial automation products including Automation Anywhere, Blue Prism, Celonis, Microsoft, Signavio and UiPath. In addition, we have a leading portfolio of IP-based tools and accelerators that deliver value to your business.

The client

A UK-USA based insurance company with 40K+ employees operating in 140 countries and providing insurance services, risk management, advisory and actuarial services.

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