"Congratulations to all for their outstanding work. I know the success of this tremendous effort is due to the commitment of the entire Patni team...An excellent example of cross-functional collaboration and effective project management continues to look very good. Keep doing it!" General Manager - Customer Service
One of the Largest Investor Owned Utility Companies in the US
Case Study
Offshore IT helpdesk support helps large insurance ISV improve quality of customer service
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.
