Southern Cross Health Insurance Enhances IT with IKC and ServiceNow
- Kevin Chung
- Apr 4
- 1 min read
Updated: Apr 5
Southern Cross Health Insurance, New Zealand’s largest private health insurer, significantly modernized its IT services with the help of Integrated Knowledge Consulting (IKC) and ServiceNow.
Facing challenges with siloed IT management and limited transparency, Southern Cross partnered with IKC to consolidate its services onto ServiceNow’s Now Platform. This collaboration resulted in substantial improvements, including a 36% increase in service-level resolution rates and a remarkable 99.3% user satisfaction rating, up from 70%.
IKC’s expertise facilitated the introduction of ServiceNow’s AI-powered Virtual Agent, enabling 24/7 employee self-service and significantly reducing major incident requests by 40%. Additionally, automation through ServiceNow increased IT change volumes by 69%, enhancing productivity and enabling IT teams to prioritize innovation.
James French, Principal Lead – Platform Experiences at Southern Cross, emphasized, “IKC has been proactive, often identifying opportunities before we do. They’re now part of our internal team rather than an external party.”
Through this strategic partnership, Southern Cross has improved operational efficiency, reduced costs, and fostered greater transparency and collaboration within its IT environment.
