Case Study: Global Insurance Company achieves 60% annual savings with WNS IT Helpdesk Outsourcing

A Leading Global Insurer Creates Center of Excellence to Manage IT Helpdesk

Global Insurance Company’s IT helpdesk operations had become cumbersome across multiple locations, with unclear processes, high turnaround times, rising support costs, and frequent customer and employee dissatisfaction. The company turned to WNS to help streamline and manage its internal and external IT helpdesk functions, including access management, service desk, and remote desktop support.

WNS implemented an offshore Center of Excellence in Chennai and transitioned support through email, voice, and web chat, backed by standardized process manuals, monitoring, and continuous training. The results included annual revenue savings of close to 60% in the first year, improved efficiency at lower delivery cost, better turnaround times, and more flexible, scalable support.