Project
October 15, 2025
Swiss Life modernizes its service management
Swiss Life is one of the leading life insurance companies in Europe. In Switzerland, Swiss Life has over 1,700 advisors in all regions and employs a total of more than 2,500 people. The company supports private and corporate customers with financial security, retirement provision and asset accumulation.
In order to sustainably increase service quality and future-proof the technological basis, Swiss Life was faced with the task of replacing its previous service management platform due to its imminent end-of-life. The strategic realignment focused on the use of GenAI-supported workflows, the integration of real-time DevOps, the introduction of a multi-tenant architecture and operation as a SaaS solution in Switzerland. In addition, the existing CMDB had to be transferred and greater automation through asset discovery had to be considered.
A structured evaluation project was set up in close collaboration with atrete. In the initialization phase, those responsible defined the scope, target image and operating model, prepared a stakeholder analysis and a business case and defined the desired scope of integration, which was to include self-service and AI-supported functions, among other things. This was followed by a comprehensive market analysis in which leading providers such as ServiceNow, BMC Helix, Atlassian, Freshworks, Ivanti and USU were compared based on criteria such as usability, roadmap, multi-client capability, AI integration and operation in Switzerland. Based on this analysis, a shortlist of suitable solutions was drawn up. A request for proposal was then drawn up, which contained clear requirements, evaluation criteria and weightings, and was supplemented by Q&A sessions with the providers in a structured tendering process.
At the end of the evaluation process, Swiss Life opted for ServiceNow as its new platform. This choice has enabled the company to achieve tangible improvements. Thanks to automated workflows and enhanced self-service, end users benefit from faster response times and reduced manual activities. At the same time, a central service catalog ensures greater transparency, while the CMDB remains consistent and enables a complete service history. In addition, thanks to multi-client capability and case management, the new solution offers the necessary scalability to map different business areas and can be seamlessly integrated with existing peripheral systems.
Following the successful evaluation, the focus is now on the introduction and rollout of the new ServiceNow solution - a decisive step towards modern and future-proof service management.
"The collaboration with atrete exceeded our expectations. Thanks to their dedicated and professional approach, we were able to evaluate the most suitable integrator with the best solution for us."
ROGER BODMER, HEAD CLOUD & PLATFORM SERVICES