Case Study: UK Motorcycle Insurance Company scales IT support from 30% to 90% with Outsource2india

UK Motorcycle Insurance Company boosts IT support from 30% to 90% with Outsource2india

The client, a UK motorcycle insurance company, faced performance challenges as their business grew. They lacked adequate IT support to handle increasing customer queries and required a partner to log and route tickets efficiently. They engaged Outsource2india to provide dedicated IT support services to manage these Level 1 and Level 2 queries.

Outsource2india implemented a multi-tier ticketing system that categorized and routed incoming queries by level of importance. They provided round-the-clock support and used an SQL framework integrated with CMS and social media tools to pull queries from multiple channels. The solution delivered by Outsource2india successfully scaled the client's service levels from 30% to 90%, greatly improving their operational performance and customer service quality.