Offshore IT helpdesk support helps large insurance ISV improve quality of customer service

The Challenge The Solution The Benefits

Aided by Patni's expertise in providing offshore IT Helpdesk services, a large insurance software solutions provider raised the bar for its service levels.

The Client

The client is a leading UK based supplier of solutions and services catering to the non-life commercial insurance market.

The Challenge

In an intensely competitive market, the client's ability to consistently raise the bar for its customer service levels was as crucial as the introduction of new features in the product. However, a large base of customers using multiple products of the client created distinct challenges for the client. The primary objective was to streamline the processes and raise the quality of service to the internal and external customers of the client, across UK and US. Some of these challenges included:

	Lack of skilled resources to follow-up and close trouble tickets
	Inability to maintain co-ordination between different support groups.

As the IT helpdesk of the client was the most frequent interface for the client with its customers, any drop in service levels had the potential of impacting the client's image and in turn, the business. To mitigate these challenges, the client decided to outsource the task of co-ordinating the requests to Patni.

The Solution

Using a methodical approach that involved exchange of best practices, Patni transitioned the entire support process without any impact on the client's operations.

Key services delivered by Patni included:

	Helpdesk and first line product support activities
	Complete ownership of ticket from ticket logging to closing of tickets
	Proactive monitoring of errors through monitoring of automated scripts generated at the client location
	Escalations to appropriate support groups within the client organization through e-mails and phone
	Authenticating and enabling user access according to user rights
	Creation of an optimized process flow
	24X5 support across UK & US
	Basic SQL based query handling
	Reporting tool support and troubleshooting
	Documentation of operating procedures, process flows and service level based commitments

The Benefits

	Significant reduction in time taken for closure of critical tickets
	Streamlined process for handling voice calls
	Improved quality of support
	Significant improvement in number of defects recorded.