Home / Case Studies / How an Insurance Company Scaled its Help Desk Function Overview Challenge Solution Impact Want to learn more? CONTACT US Overview Challenge Solution Impact Contact Us Contact Us First Name*Last Name*Company*Work Email* What can we help you with?*How did you hear about us?I agree to receive marketing communications from Orion Innovation.* I agree to receive marketing communications from Orion Innovation. We are committed to protecting and respecting your privacy. Please review our privacy policy for more information. If you consent to us contacting you for this purpose, please tick above. By clicking Register below, you consent to allow Orion Innovation to store and process the personal information submitted above to provide you the content requested.NameThis field is for validation purposes and should be left unchanged. 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. Related Links Financial Services Insurance Industries Financial Services COIs Quality Engineering Topics Reimagining Your Business View All Case Studies
A Major European Developmental Bank How We Facilitated a Core Banking Upgrade for a Development Bank in Europe