MGM Assurance
Increasing profitability and efficiency by providing an end-to-end PC & peripheral solution
Background
As an established financial services provider with over 150 years experience, MGM Assurance provides professional face to face advice through its Appointed Representative Network.
MGM Assurance has in ex cess of £1.3 billion funds under management by providing investments, pensions and protection to over 150,000 customers. MGM Assurance needed an IT infrastructure to drive future growth, and meet compliance standards for data handling.
Requirement
Previously, the company supplied each representative with a PC, printer, modem and internet connection; IT support was provided to all business areas, this support was managed by both MGM's internal IT team and a third party maintenance company. However quality of service, time constraints and long response times were damaging their agents' business. A solution to improve the service had to be found.
Another challenge MGM faced was the speed of equipment retrieval and turnaround from an exiting sales representative to the new person taking his place.
Due to the Data Protection Act and other legislation set within the finance industry, efficient retrieval was of high priority.
The need to provide new agents with IT equipment and train them within five days of joining, was also putting a strain on MGM's internal IT resources.
MGM faced additional expense when it came to collecting or upgrading IT systems. More than £30,000 worth of equipment was 'lost' each year, somewhere between the agent and it being delivered by courier, as there was no system to track it.
Solution
"MGM Assurance approached five IT suppliers, but were most impressed by the way in which ISC thoroughly analysed its requirements before recommending a solution." said Tony Symons - IT Manager at MGM Assurance.
ISC offered a total managed service, providing 'cradle to grave' technology and support, which covered:
- Managed Supply - providing Laptops, Printers and Software
- Maintenance through local field based engineers
- Helpdesk support for agents
- Collection of redundant equipment
- Cascade and refresh of existing hardware
- Delivery, Configuration and Training
ISC assisted MGM Assurance achieve greater financial savings from their structured three-year replacement policy, by using high quality legacy equipment as maintenance spares.
Benefits
Since implementation of the ISC Solution, MGM have been able to gain control over remote IT users. In addition, they have been able to re-deploy four IT staff to work on more strategic projects. Further savings have been realised by removing the need for an 'on the road' trainer and pool car for IT support.
The company estimates this has resulted in cost savings of £50,000 per year and a 30% reduction in support incidents.
The solution has delivered the following additional benefits:
- Delivery to desk of PCs and printers (including training) within two days
- First line support from specialist ISC trained staff
- Asset management handled by ISC
- Structured three-year replacement cycle
- Effective recovery of equipment from terminated agents
"I have to say from my experience of dealing with ISC, they have been excellent. They deal with requests immediately and do what they say they will."
Julie Horton, Regional Sales Manager of MGM Assurance.
