A local IT Service Desk for Retraites Populaires

Industry

Public & para-public sector

Challenge

After launching its client portal, separate support for policyholders from internal IT support — and relieve two overstretched internal resources without losing quality.

Results

A dedicated Service Desk led by a Service Delivery Manager, with an on-site team and monthly reviews. Internal teams refocus on their core business.

ANSAM Entities

Enterprise Services, Opérations

www.retraitespopulaires.ch

ANSAM's IT support is essential — their proximity, their understanding of our needs and their experience in answering exactly what we express.

Sébastien Gachet

IT Support Manager

Retraites Populaires headquarters in Lausanne

About Retraites Populaires

A pension institution based in Lausanne for over 100 years, Retraites Populaires covers individual (pillar 3) and occupational (pillar 2) pension provision, loans, real estate, rentals and retirement support.

The starting point: a client portal and shifting support needs

With the launch of a client web portal in 2020, the volume and nature of support requests changed dramatically. Historically, two internal resources handled all calls — from employees and end clients alike — a model made unsustainable by the digitalization of services.

The challenge: internal support on the verge of saturation

Adapt the support organization after the portal launch, with a sharp rise in digital interactions.
Separate the roles: answering policyholders doesn't require the same skills as handling internal IT incidents.
Relieve internal resources while maintaining a high level of service quality.
Ensure responsive, local support, close to end clients' needs.

The solution: a dedicated, on-site, managed ANSAM Service Desk

In 2022, Retraites Populaires launched a tender and chose ANSAM. ANSAM set up a structured response-and-tracking system, complemented by ongoing training and regular working sessions. The collaboration includes:

Support profiles selected for their technical skills and command of the languages spoken by the clientele.
Full coordination by a Service Delivery Manager, freeing Retraites Populaires from operational management.
Two dedicated people on site, backed by two trained replacements, ensuring service continuity.
Monthly review sessions (activities, incidents, improvements).

The impact: relieved teams and truly local support

Local support that responds fast when an employee is unavailable.
Internal teams refocused on their core business.
Higher support quality thanks to suitable, experienced profiles.
Ongoing exchanges, closely aligned with business and client needs.