The UK’s largest insurer, Aviva provides over 40 million customers worldwide with savings, insurance and investments products. They had the challenge of managing over 3,500 employees globally and supporting and advising all their employees and administrators from around the world. Epic created a Moodle LMS to host learning content and Epicentre Service Desk provides continued support.
Epicentre’s Service Desk thoroughly investigated all queries and provided first-time resolutions to Aviva. The Service Desk succeeds in providing excellent feedback within allocated response times. The Service Desk team also implements change requests and assists with all queries and issues raised by administrators. When the Moodle platform was first launched, there were some outstanding maintenance tasks that needed to be resolved as a matter of urgency, the Service Desk was able to provide solutions and fixes with the help of developers to ensure that the clients expectations were met.
Since Aviva started using Epicentre’s Service Desk, the developers have been fully able to manage the issues raised by the client. We continue to provide quality specialist technical support to Aviva. This support is greatly appreciated by the client, and the continuing solidity of our relationship with them serves to demonstrate that building rapport is one of our key strengths.
The extensive technical expertise of the team at Epicentre’s Service Desk meant that we were perfectly placed to provide the required first-line support to administrators experiencing issues with generating reports, launching the e-learning, creating groups, results tracking and bulk user uploads.