How an Insurance Company Scaled its Help Desk Function

Overview Challenge Solution Impact

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Help desk operations are often overburdened with requests and lack the resources to quickly resolve requests. Our experts were able to help transform their help desk functions while maintaining their current operations throughout the digital transformation process.

The client is a mid-sized American insurance company, primarily in the Midwest, offering home, auto, life, and business insurance protection to policyholders. The company has embarked on a complete transformation of its IT applications, infrastructure, and service delivery, including a help desk.

Challenge

The client was challenged with high demand on their help desk from 2800 associates, with very slow resolution times, that was impacting the productivity of its employees. The help desk function was expensive and the client wanted to redeploy the team to more strategic value functions. They came to Orion for a better solution for their help desk.

Solution

Orion was selected as the partner to manage the help desk through Orion’s Eastern European location in Belgrade, Serbia, delivering substantial cost savings. Orion brought expertise in process and technology for help desk automation, achieving quality and efficiency. Outsourcing its help desk function to Orion enabled the client to could scale resources up and down as demand changed. Orion also added identity and access management services to the list of services provided by the clients’ help desk.

Impact

The client has seen reduced overall cost by utilizing offshore resources while providing a predictable cost each month. The client is also seeing an increase in customer satisfaction, due to interacting with highly-trained specialists who bring a wide range of credentials and prior experience. This has resulted in a demonstrated improvement in quality and speed of resolution.

How an Insurance Company Scaled its Help Desk Function

Challenge

Solution

Impact

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