Afa Försäkring has been working with Easit GO since 2012. What started as an IT case management system has grown over the years into a central and widely used platform that today is used by over 300 agents in an organization with approximately 760 employees. From onboarding to certificate renewals, incident reporting and automatic flows - Easit GO has become a hub in Afa Försäkring's digital working day.
From IT support to the whole business
Anna Liljedahl, service owner GO, describes how the platform has been gradually expanded, and how both organizational and technical investments have been made in recent years to maximize the benefits. It started with IT, followed by office services, the scanning department and gradually a wide range of activities.
In addition to the ITIL processes (Incident, Problem, Change and Service Request), Easit GO is also used by IT Security, Privacy, HR, Finance and several other areas. New areas of use are still being added - most recently by statistics coordination working with damage statistics moving their management into GO. It now records everything that is disclosed, to whom and in what context.
"What was previously handled in a home-built system, we have now been able to replace with something that is sustainable over time," says Anna.
Automation that reduces risk and saves time
One clear strength is the way the platform has been adapted to different types of business - everything from service desks to information security. As its use has broadened, insight has also grown into how GO can simplify, not least through automation. A concrete example is the management of certificates. When a certificate is ordered, it is automatically created in the inventory module. When the validity period approaches the end, reminders are first sent, then a case is generated, and finally - if nothing happens - an incident. Everything happens without manual intervention.
"It is perhaps the best we have built. We have seen a clear reduction in incidents related to certificates thanks to this approach."
A similar principle is now used for computers. Three months before the warranty expires, the user receives an email with a link to order new equipment. The aim is to even out the load, avoid bulk replacements and at the same time create a better user experience.
DORA reporting with support in GO
GO is also an important component of Afa Försäkring's work with DORA. A support for incident classification has been built, where different criteria are weighed together to form a decision basis. The classification is saved in the case for traceability.
"You fill in whether it's a critical service, risk of financial damage, data loss, reputational impact, and so on - and they help you decide whether it's notifiable or not."
Integrations that strengthen the whole
In parallel with this, Afa Försäkring has invested a lot in integrations. GO is currently linked to a cloud-based authorization system where user rights are managed automatically. For cases that cannot be resolved via standard integration, cases are sent to the service desk - without the user noticing what is happening in the background. Via Splunk, CMDB is continuously updated from various sources with information about telephones, computers, servers, etc. which has provided a better overview of Afa Försäkring's IT inventory.
"We have much better control over our stuff. Before, it was difficult to get an overall picture of what was there - now we have traceability and up-to-date information."
Certificate management, computer lifecycles and integrations are all well and good - but it's not just about technology. Afa Försäkring has also invested in improving the user experience. Self-service forms have been modernized, with conditional fields and smart logic.
Future with AI and user focus
At the same time, there is a clear vision of the future. Anna is happy to highlight AI as the next big step. "Imagine if you could just write: 'I need help with this' - and then you get an answer, a link to a form or maybe a knowledge article."
At the moment, work is underway on knowledge management, where knowledge articles and FAQs are being produced that can form the basis for a future AI implementation with a chatbot.
A clear governance model
Organizationally, a lot has happened. Afa Försäkring has moved from point initiatives to a structured management organization with a roadmap. Internally, the image of GO has also changed.
"It's no longer just a case management system that sends out reminders."
The value of learning together
Cooperation with Easit has played an important role in this development. Designer days and user conferences are particularly appreciated.
"It is so rewarding to meet other users. You get inspired and get new ideas, find suggestions for solutions and exchange experiences with other users"
Afa Insurance's use of Easit GO is a clear example of how a platform can grow with the organization - when technology, management and business understanding go hand in hand.
About AFA Insurance
Afa Insurance is owned by the social partners and administers collectively agreed insurance for employees in the private sector, municipalities and regions. The company has around 760 employees and works with preventive measures, claims settlement and payment of compensation for occupational injuries, illness and parental leave. Afa Försäkring is also an important player in research and statistics linked to the work environment and health.
Henrik Resare
Commercial Product Manager
henrik.resare@easit.com
070-249 36 06