Liberty Mutual

Global Presence: A look at how the service offered by IDSolutions has helped streamline operations at one of the largest Insurance Enterprise in the US.

Liberty Mutual Insurance is a property and life insurance company that provides insurance products and services for individuals, families, and businesses.  With operations around the world, it is a multi-billion dollar, multinational organization with operations in over 14 countries in North America, South America, Europe, and Asia-Pacific.

Challenge:  To improve communications between widely diverse teams and large departments, Liberty Mutual contracted with IDSolutions to design and implement a leading edge video conferencing network.  The solution was a huge success and interactive video communication quickly became a mission critical tool.  This success led to the rapid expansion of the video network in the US and around the world along with the introduction of new systems and equipment manufacturers as the video technology evolved.  But with success came new challenges; how to support, manage and monitor a wide variety of video platforms including general audio/video support in conference rooms without further burdening the IT staff.

Solution: Working with the Liberty Mutual team, IDSolutions implemented a turn-key management, monitoring, and maintenance service known as Global Presence to support the wide variety of video platforms deployed.  IDSolutions now manages over 500 devices around the globe providing software updates, reports on utilization, system monitoring and proactive resolution of issues, long before the end users are even aware. In addition to managing the video network, IDSolutions also provides help desk and on-site dispatch support for all of the audio/video presentation systems installed around the country in Liberty’s conference and training rooms. In larger offices that require immediate on-site support, IDSolutions has full-time engineers and project managers supporting new and existing deployments of video conferencing and presentation solutions.

Result:  The Global Presence Service has reduced the staffing burden at Liberty Mutual and allowed their IT teams to focus on their core responsibilities.  By leveraging the IDS Global Presence Service, Liberty Mutual has improved the reliability of the video network and reduced response times for customer service issues while centralizing and simplifying support for audio/video presentation rooms.  This stability and support of the video network has allowed Liberty Mutual to expand face to face communications even further by including video conferencing in huddle spaces and integration with employees’ mobile devices.