Case Study: Motorcycle Insurance Company Achieves 90% Service Level with Flatworld Solutions IT Support

Flatworld solutions provided it support to a motorcycle insurance company in the uk

Motorcycle Insurance Company, a UK-based motorcycle insurer, needed IT support to handle a rapidly growing volume of customer queries as its business expanded. Flatworld Solutions was brought in to provide dedicated L1 and L2 support, including ticket logging, query routing, and help handling customer issues by priority and complexity.

Flatworld Solutions implemented a multi-tier ticket management approach that triaged requests into Level 1 and Level 2, resolved lower-priority issues at source, and combined SQL, CMS, and social media SDKs to capture queries from the client’s website and social channels. This improved service performance from 30% to 90% and gave the client better operational transparency, resulting in faster, more effective customer support.