Case Study: a global insurer achieves 60% revenue savings with WNS IT helpdesk outsourcing

An insurer cuts IT helpdesk costs 60% with WNS

The customer, a leading global insurer, faced inefficiencies and high costs due to its decentralized IT helpdesk operations across multiple locations. A lack of standardized processes led to slow turnaround times and user dissatisfaction. The insurer engaged vendor WNS to create an offshore Center of Excellence to manage all IT helpdesk functions and achieve better organizational efficiency.

WNS implemented a transformational solution by establishing a Center of Excellence in Chennai, India. The solution provided comprehensive helpdesk support through email, voice, and web chat, managed by specialized teams for IT access, service desk, and remote desktop functions. As a result, WNS helped the client achieve revenue savings of 60 percent in the first year alone, alongside significant improvements in process standardization, turnaround time, and operational flexibility.