CLIENT BACKGROUND
The client is a major mutual insurance firm for more than 110 years. Besides fulfilling policyholders’ property-and-casualty insurance needs, this company is also serving as a super-regional insurance provider for individuals, families and businesses all over the Midwestern, Northwestern and Southwestern United States.
Insurance
INDUSTRY CHALLENGE
As mutual and P&C insurance firms have to cater to the ever increasing customers’ queries, issues and complaints without any delay, the companies are witnessing extreme challenges related to timely support ticket resolution. Same was the case with our client. The client lacked in-house expertise and resources to handle support tickets round the clock, daily monitoring, implementation and modification of code whenever required. To avoid a huge customer DSAT and churn, it was looking for an immediate extended staff that could work on mission critical deadlines, provide 24X7 support for ticket resolution and implement a modernized operations system.
Business Impact
Programmers.io sourced the right people with breath of experience who provided round the clock support including that on weekends
Programmers.io provides offshore support to the client which has reduced overall development time as there’s a difference in time zones
The extended team’s support has reduced manual job and service cost. Leading to accelerated development
The client has witnessed crucial competitive advantage and doubled revenue
Modernized operations system and continuous support improved overall performance
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