Outsource2india Provided Advanced IT Support to a UK-based Motorcycle Insurance Company

The Client

The client is a leading provider of motorcycle insurance based out of UK who found themselves in need of IT support to keep up with the ever-growing demand for their insurance services.

Client's Requirement & Challenges

Growth in the client's business warranted support from a dedicated IT services provider like O2I to handle queries from their customers based on the level of importance (Level 1 & Level 2). The client wanted us to log tickets and route queries to respective IT support teams for quick remediation.

The motorcycle insurance provider lacked the right level of support as their services grew. This challenge began impacting their performance which led them to us.

Our Solution

As an experienced IT support services provider, we quickly assessed all requirements and offered the right level of technical support required by the client. Our cost-effective service was backed by round-the-clock work culture. The solution we provided were as follows -

1. We categorized all incoming queries according to the level of importance (Level 1 & Level 2) before routing to designated team
2. All minor queries were taken care at the initial level without needing further intervention from upper hierarchy of the support team
3. We provided high-quality service updates and timely reports to the client on all incoming queries
4. To pull queries from client's website and social media account we combined SQL framework with CMS systems and social media SDK

The Results

With deep knowledge of client's ticketing protocol, we scaled the service levels up to 90% from the actual 30% achieved by the client without us - all that by maintaining operational transparency. The results were rejuvenating for the client and they felt elated with the quality of services. All expectations were successfully met as we helped the client to improve their customer services organically with our multi-tier ticketing system.

Outsource IT Support to O2I - Leader in Call Center Services

Outsource2inda has close to 2 decades of experience in providing IT support services to clients worldwide. We are an ISO certified company that is committed to offer nothing but the best IT services to small, medium, and large enterprises. With several global delivery centres having the latest infrastructure we handle your requirements professionally to deliver promising results. Our L1 and L2 support teams are adept at handling queries in a quick and efficient manner leaving your end customers feeling satisfied with the interaction.

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