The ALH Group (Alte Leipziger - Hallesche) is one of the most renowned insurance and financial services companies in Germany. As a company in the regulated financial sector, ALH needs an efficient IT service organization that meets the highest requirements in terms of availability, security, compliance and audit-proof processes. In order to meet these requirements in the long term, the group chose DATAGROUP as its partner for central IT services.
In the first step, all overarching control and governance processes were rebuilt together. This included the coordination of roles and responsibilities, the development of standardized service reporting, audit-proof documentation and the definition of a binding escalation and invoicing process. Today, this structure forms the stable foundation for transparent, audit-proof and compliance-compliant service provision, a decisive success factor for every company in the finance and insurance sector.
A key component of the collaboration is the Service Desk as the single point of contact for all IT queries from ALH Group employees. It is responsible for incident and service request management in line with ALH's SLA specifications. The services include the acceptance, classification and prioritization of faults, their initial resolution or qualified forwarding to specialist departments and second-level units, as well as the processing of service requests or complaints.
During the transition, the focus was on a comprehensive transfer of knowledge and the optimization of quality and availability. Challenges, for example in the stabilization of individual processes or in the harmonization of technical procedures, were identified at an early stage and successfully mastered through closely coordinated, joint measures between ALH and DATAGROUP.
As part of the Workplace Services, DATAGROUP provides permanent onsite teams at the Oberursel and Stuttgart headquarters, which ensure direct and reliable support on a daily basis. The sales offices are supported by a Germany-wide field support team as required.
The scope of services also includes network support, mobile device management, software management, printer management and support for active and passive network components. ALH particularly emphasizes the professionalism, service orientation, presence and customer friendliness of the onsite teams, which are perceived as a noticeable strengthening of the IT organization.
|
IT workstation support for approx. 3,300 employees |
Germany-wide support for the management and sales locations |
Collegial cooperation at eye level |
The collaboration was and is characterized by a close partnership of equals. Even in challenging situations, both sides consistently worked in a solution-oriented manner and jointly developed effective measures to stabilize processes and service quality.
A high degree of flexibility, mutual trust and a shared understanding of responsibility and objectives formed the basis for the successful establishment of the new IT service organization. This interaction played a key role in not only overcoming challenges, but also emerging stronger from them.
"It was crucial for us to find an IT partner that takes responsibility, works holistically and reliably and has the service concept in its DNA. The collaboration with DATAGROUP is characterized by transparency, professionalism and genuine partnership - and our employees feel this every day."
Head of IT ALH Group
The ALH Group (Alte Leipziger - Hallesche) is one of Germany's long-established insurance companies. It offers solutions in the areas of life insurance, health insurance, building society savings, as well as financial and pension services. With around 3,300 employees at several locations, it serves customers nationwide and meets high standards of security, stability and regulatory compliance.