Process management in Insurance sector using coDesk.

Customer Context : A large multinational insurance company

The Requirement : The customer organization across various departments was using a manual system to manage requests, issues and problems from employees, customers and other stakeholders. With no formal system in place, the customer was facing problems with unresolved issues. Hence, the customer required to do the following:

• Implement a single solution to address all request tracking, issue management and automation needs


• Implement a web based solution with self-service capabilities to make access easy


• Leverage the web to improve service levels

The Solution : Netsol provided the customer with coDesk, an ITIL-centric, 100% web based application to automate workflow for any number of users, departments and business needs.

Co Desk was implemented across various departments as:

• An enterprise service desk(MIS)


• As a file tracking system


• As an IT production helpdesk


• As a call management system


• As a customer care system


• As a HR management system

coDesk was installed on Microsoft Windows 2000 using a Microsoft SQL database in the customer organization.

The Benefits : coDesks's flexible workflow definition capabilities helped address a critical requirement for the customer. Some major benefits included:

• Optimized investment with one application to automate process and streamline workflow enterprise-wide


• Improved efficiency and support response time


• Dynamic growth of organization-wide knowledge repository


• Streamlined communication among all stakeholders