CDL (Cheshire Datasystems Ltd) is a market leader in the highly
competitive insurance sector, providing software and service
management for insurance brokers and insurers in the UK.
With ServiceNow, the company has delivered on its service strategy
to shift away from being a technical helpdesk function to bring the
customer experience to the forefront of service delivery, adding value
to every interaction.
Through a self‑service portal and intelligent approach to incident
workflows, CDL has reduced the time it takes to process an request
from eight hours to just five minutes, reached 97% rating for its
monthly incident resolution SLA and reduced the level of incoming
calls and emails to the service desk by 50 per cent.