Fidelity Life implemented Spark's ServiceFlex ITSM solution, reducing incident resolution time and contact points while improving call response.

NZ-based life insurer, Fidelity Life, implemented Spark's ServiceFlex ITSM solution, powered by ServiceNow, as part of a broader digital transformation. The solution, live in 7 weeks, halved incident resolution time, cut contact points per ticket by 20%, and answered 97% of calls within 20 seconds. It offers a 24/7 IT service desk, digital service portal, and end-to-end IT service quality view.