Profile
Lloyd’s of London is an insurance and reinsurance market with 45,000 employees that work for 100 insurers, 300 broking firms and for Lloyd’s itself.
To keep its employees safe and productive while working from home, and to properly support employees as they return back to the office, the insurance leader deployed Qudini to their head office tech support bar.
Sector
Insurance
No. of employees
450000
The challenge
Lloyd’s of London’s IT department wanted to provide an efficient, easy and engaging way to provide its thousands of employees with technical support during the lockdown and when its employees returned to the office. The team at Lloyd’s were looking for a software solution that would enable employees seeking technical support to easily register for immediate support remotely, and to select time-slots for support services in advance.
The Solution
Qudini powers Lloyd’s head office tech support bar, the “Lloyd’s Connect Bar”, by enabling Lloyd’s employees with device support needs to access a private online portal where they can schedule in-person and virtual appointments with the Lloyd’s head office tech support team.
For in-person services on-site, they are also able to use Qudini’s Virtual Queuing System to enable employees needing support services to wait from the safety of their desks. They receive service as quickly as possible to join a virtual queue from their phone or desktop in order to receive SMS updates and an onscreen countdown while they await their turn for service.
Results
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Safe support service
Employees at the office can wait from the safety at their desks when requiring technical support.
Efficient waiting experience
Lloyd’s IT support team can easily support employees and prioritize those with urgent issues.
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Increased productivity
The IT team can seamlessly manage their workloads and assign new support queries to individual members of staff.
Remote support
Employees working remotely can easily register for support from the IT team without having to visit the office or try to get ahold of someone from the IT team.
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Easily schedule time-slots for service
Employees requiring device support can select a time-slot that suits them to receive service.
Engaging experience
Employees don’t have to email support desks, or call support lines. They can simply register for support using any device available to them.