Markel’s legacy helpdesk system, in place for nearly 20 years, was no longer fit for purpose. It lacked integration with key systems such as CRM and policy administration platforms, did not support Single Sign-On (SSO), and was approaching end of life. Managing around 750 calls per day—rising to 2,500 during the pandemic—Markel required a unified, scalable solution to improve colleague and customer experience.

Following a Discovery phase and gap analysis, Telefónica Tech proposed Microsoft Dynamics 365 Customer Service. The solution delivered full Case Management and integrated with Business Hub, Cisco, Calabrio, Outlook, and multiple policy systems, providing agents with a 360-degree customer view. The project included migration of seven years of historical data, training, testing, and post-go-live support—delivered without disrupting customer service operations.