The pickup process for IT assets has been reduced from seven minutes to less than one minute.
Initial situation
The high number of employees at the head office means that a large number of IT assets need to be borrowed. Keyboards, mice and headsets in particular are indispensable companions during the office working day. But various power adapters for notebooks with plugs for different countries are also in great demand at the internationally active Baloise.
Before the introduction of cora, every single loan had to be carried out manually by the Service Desk. Including ticket creation in the service desk system and removal of the item from the warehouse, each process took between 5 and 7 minutes. A considerable time burden for the IT team and a time-consuming experience for the users. To improve this process for everyone involved, Baloise was looking for a solution that would make this task faster, simpler and more user-friendly.
Implementation
The project implementation was professional and effective. At the beginning, the use cases were specifically tailored to Baloise's needs and implemented together. cora is now used for various use cases, including the lending, return and removal of IT assets. In a next step, cora was branded in Baloise's brand colors, professionally wrapped and finally delivered to its destination in Baloise Park.
After a short test phase with subsequent minor optimizations, the official live operation took place in the second half of 2023. User acceptance was very high right from the start. They were particularly impressed by the versatility of the machine and its high level of reliability.
Successes
The use of cora in Baloise Park is impressive. On average, several hundred interactions are recorded during a month. The duration of a self-service withdrawal has been significantly reduced to less than a minute. In addition, borrowing and returning items is now available 24/7 and is no longer tied to the opening hours of the service desk. This gives the Baloise IT support team more capacity for other tasks: It can work more specifically in the IT Service Corner and invest more time in projects.
Outlook
Due to its great success, Baloise is considering further expansion of the new service offering. In addition to loans, inventory queries and online reservations of assets with limited availability, such as portable solutions for online conferences, are now also to be implemented. In future, users will also be able to order additional items via the online store and collect them directly from cora without having to wait several days for delivery. The process will be carried out step by step and always in close coordination with cora Customer Success Management.
