The Macif group caters to the insurance needs of its 4.737 million members. Its range of insurance services covers property and possessions, health and personal protection, credit lines, savings plans, assistance and personal services.
In order to meet the changing needs of its various businesses, Macif has sought to broaden the range of services available to staff and business partners and, to this end, tasked Econocom’s consulting subsidiary Synopse with the overhaul of its key procedures and service-management tools (centralized service desk, reporting, management of requests, changes and service levels).
Following diagnostics of the existing set-up, Synopse drew up a two-year plan to redefine procedures and train staff working in the company’s IT and telecom department. Synopse also assists with oversight for the project, including the coordination of Macif's own resources tied to the project.
In 2008, the project continues with an extension of the requests and changes catalogue to include incident management, so that all internal clients will be covered, and with the implementation of change management and CMDB.
