Top Canadian insurer implements CA`s Unicenter service desk to support 3 million customers

Computer Associates International, Inc. (CA) today announced that Clarica Life Insurance Company (Clarica) has selected CA`s Unicenter Service Desk solution to manage its support operations.

Due to the divestiture of Tivoli`s Service Desk, Clarica evaluated CA`s Unicenter Service Desk and another major Service Desk vendor. To avoid the daunting customization issues that its IT team would have faced in such a conversion, Clarica decided to take advantage of CA`s "Tivoli Rescue Program" that offered an easy migration path to Unicenter Service Desk - which also delivers superior software functionality. CA Services will assist Clarica in its migration to Unicenter Service Desk, adding even more value to the Rescue package.

"We chose CA`s Unicenter Service Desk due to its advanced technology, ease of integration, superb functionality out-of-the-box, and our confidence that the dedicated CA Account Team and CA Services Team could deliver a complete solution to meet Clarica`s needs," said Linden Nash, Director IT Production Services, Clarica. "The decision was also made easier by the Rescue Program`s straightforward approach to replacements and its attractive terms and conditions."

Clarica is one of Canada`s leading insurance companies, providing insurance and investment solutions for more than 3.3 million customers. The company employs 8,000 staff, agents, financial planners and group representatives who operate out of 90 offices throughout the country.

CA`s Rescue Program offers Tivoli and Remedy customers an attractive product exchange program under which CA provides a one-for-one exchange of either Tivoli Service Desk or Remedy`s ARS for CA`s Unicenter Service Desk solution. CA provides consulting assessments to develop a migration plan from either product to Unicenter Service Desk.

Unicenter Service Desk provides comprehensive problem, change and asset management capabilities coupled with powerful workflow management and multiple knowledge tools. Unicenter Service Desk is fully enabled for access via the Web and wireless devices, enabling IT staff to handle critical issues from any location, at any time. Intuitive web and PDA interfaces give remote technicians complete real-time access to tracking mechanisms and operational statistics - helping ensure quick resolution of customer issues and effective management of the service processes.

"We are experiencing tremendous activity with our Tivoli and Remedy Rescue programs," said Eli Egozi, senior vice president, CA. "Many companies like Clarica are looking to CA for greater functionality and a more secure long-term commitment to customer satisfaction from their service desk software provider."