Overview
Pioneer Insurance, an all-Filipino insurance company headquartered in Makati City, serves a large customer base with a wide range of non-life and life insurance products. With a strong commitment to humanity, excellence, and integrity, the company sought a structured and scalable solution to improve how its IT team tracked, managed, and resolved support tickets and system issues.
By implementing a robust ticketing system with the support of Devtac, Pioneer Insurance strengthened its operational efficiency and significantly improved issue resolution across the organization.
Executive Summary
Handling thousands of internal support tickets required Pioneer Insurance to adopt a system that could provide visibility, accountability, and data-driven insights. The company needed a platform that allowed its IT team to track ticket ownership, identify recurring problems, and document system changes effectively. With Devtac’s support, Pioneer Insurance successfully implemented and customized a ticketing system that became an integral part of its operations. In 2021 alone, the company logged over 60,000 tickets and resolved approximately 75% within the same day.
Problem Statement and Key Challenges
Pioneer Insurance faced several operational challenges due to the scale of its organization and volume of support requests:
- Lack of a centralized system to track ongoing tickets and issues
- Difficulty monitoring ticket status and assigning accountability
- Inability to easily identify recurring issues and address root causes
- Absence of a proper record for system changes, which were sometimes made without visibility across teams
- Need for collaboration and consistency across the IT team
These challenges made it difficult to manage issues efficiently and sustain long-term operational improvements.
Evaluation of the Problem
The company’s First Vice President for Digital Transformation identified the need for a robust tracking solution that could support three critical functions:
- Monitoring each ticket’s status and assigned personnel
- Sorting and analyzing issues to identify recurring problems
- Logging system changes for transparency and future reference
Without a structured system, the team risked inefficiencies, duplicated efforts, and a lack of shared understanding across departments.
Proposed Solution
Pioneer Insurance identified key requirements for their tracking solution, including the ability to:
- Log problems and change requests
- Convert tickets into projects
- Categorize issues based on criticality or type
- Generate analytics to support continuous process improvement
While many ticketing systems offered similar capabilities, the flexibility of the solution and the expertise of the implementation team stood out. Devtac played a pivotal role by customizing the system based on Pioneer’s specific requirements and long-term goals.
Implementation
Devtac worked closely with Pioneer Insurance to customize the ticketing system and ensure its sustainability. This included:
- Tailoring workflows and modules to match Pioneer’s operational needs
- Training Pioneer’s internal teams to develop new workflows and modules independently
- Ensuring a smooth and fast adoption process through efficient setup
The company’s FVP noted that the implementation progressed smoothly due to the team’s deep product familiarity and hands-on approach.
“Devtac was our local provider. They are the ones who try to understand what we are doing and customize our system. They are the ones who train our people on how to develop new workflow and modules in the system so we can proceed and expand the usage without incurring additional costs. Devtac took a pivotal role in making Zoho Desk actually usable and sustainable for us.” — Earl Ferrer, First Vice President
Results
The ticketing system has become a core operational tool at Pioneer Insurance, delivering measurable results:
- Over 60,000 tickets recorded in 2021
- Approximately 75% of tickets resolved within the same day
- Improved visibility into recurring issues through analytics
- Reduced ticket volume over time by addressing root causes
- Greater focus on resolving one-time and high-impact issues
By leveraging data and structured workflows, Pioneer Insurance improved operational efficiency and strengthened its ability to serve its customers effectively.
