Improve employees’ IT experience by implementing an XLA Management approach
As France's No. 1 asset management company, our client offers financial investment solutions tailored to each client's profile and investment horizon. It serves over 110,000 customers, with sales revenues of 3.2 billion euros.
The challenges ahead
- Amundi, a subsidiary of the Crédit Agricole Group, had been using the Nexthink solution for several years, but it remained under-utilized by its IT teams (both French and international).
- Transformation of IT support and implementation of outsourcing.
- Understand business needs in terms of user paths and bring a user-oriented vision to the catalog lifecycle.
Client’s objectives: Improve users’ digital experience and IT Support service quality (reduce incidents and their resolution time).
Our approach
1. Carried out an audit to assess the level of maturity of IT teams with regard to the XLA Management approach and the Nexthink tool.
2. Co-construction of the XLA Management BUILD and RUN processes with the customer (objectives, scope, method, choice of tools, etc.).
3. Implementation and management of the process across the entire IT support chain.
Main results
Increase in Digital Experience Score (DEX) by 1.7 points (Amundi’s current DEX = 7.95/10).
Over 1,100 incidents avoided for IT support teams.
Service desk resolution rate increased by 10% thanks to the shift to left between N2 and N1, enabling better resolution of user requests.
Economic performance: €16,000 reduction in support costs.
Following successful deployment in France, roll-out of the strategy to extend the XLA process to all the Group’s international entities.