Case Study: Iscential boosts productivity and cuts staffing costs with SupportZebra

Iscential cuts staffing costs by 37% with SupportZebra

Iscential, a full-service risk management and insurance firm with over 25,000 clients, faced a significant challenge as it grew. They struggled to find qualified candidates for customer support roles, which caused licensed team members to spend excessive time on administrative tasks instead of serving clients. This led to a backlog of work. To address this, Iscential enlisted the vendor SupportZebra to provide experienced customer service representatives.

SupportZebra provided representatives who quickly began handling data entry and other administrative tasks like policy updates and email distribution. This solution freed up Iscential's agents, giving them back 15 hours per week per agent to prospect and generate business. The partnership with SupportZebra yielded substantial results, including a 37% reduction in staffing costs and a 22% increase in productivity. SupportZebra became a trusted extension of the Iscential team.

Iscential