King Price InsuranceA Global Service Centre

In August 2019 Pink Elephant meet the “king”, following a three-month transition of the King Price Service Desk environment to the Pink Elephant Global Service Centre in Woodmead, Johannesburg.

Leading with a PinkScan ITSM Maturity Assessment, Pink and King Price developed a strategic roadmap that culminated in the transfer of the service desk and problem management functions to Pink with the intention of instilling a broader IT service management culture within the King Price IT division.

The centralisation of the service allows for a best practice-based control centre on which King Price can rely to absorb the anticipated rapid growth of the company in the years to come.

In order to underpin the improvement initiative, Pink deployed Cherwell Service Management into the environment to initially automate the incident, problem and change management processes, front-ended by an integrated self-service portal for King Price employees and partners that reflects the unique culture of this highly recognisable South African brand.

Cherwell’s facilities management, PPM and HR service management capabilities will allow King Price to further enhance the efficiency of the various divisions within the company on a common platform and licence base.

As part of the Pink Managed Service model, Specops Automated Password Reset and BeyondTrust Enterprise Remote Support were also deployed into the environment to drive an immediate reduction in calls into the desk and facilitate the swifter resolution of customer issues.

Jacobus Steyn, General Manager of ICT Infrastructure at King Price, said: “Our strategy to expand the business into other countries while keeping the ‘look and feel’ of IT the same guided us to consider a global partner in Pink Elephant. The partnership also ensures that we, as IT, are able to adopt and maintain globally recognised best practices and frameworks.”

“We are very happy with the transition to date and the willingness of Pink to accommodate our requests. From a Cherwell perspective, we are looking forward to expanding the capability into our other non-IT support areas,” ends Steyn. Neil Petford, Regional Director for Pink Elephant, added: “We are extremely excited to partner with another massive brand and its well-known quirky culture on this initiative. The people of the kingdom have been a pleasure to work with on the transition to date and the platform for the move to service excellence is now well and truly in place.”