24*7 TECHNICAL SUPPORT FOR A

Private Health Insurance Company

CUSTOMER OVERVIEW

The client is offering a 24/7/365 medical emergency assistance for travelers who require information regarding travel an/or private health insurance. They aim at helping customers with needful advice on medical or related matters.

Problem statement

As the client’s business took off, it began growing nearly double its size. Soon they realized that their existing IT infrastructure and team won’t suffice the pace of their growth. Therefore, they required an expert team to support their growth and vast customer base with 24/7/365 help desk support.

OUR SOLUTION

LiveHelpIndia proposed a fully ‘Managed Services’ solution which delivered a multi-layered approach to service by offering a 24/7 help desk facility. Our team of expert callers provided a single point of contact for the following services:

  • For any support request
  • Technical back-office monitoring.
  • Remediating any alerts/queries raised, and.
  • Professional services team for all onsite demands.

All of these requests and queries are managed end-to-end. Such managed services help the client to concentrate on developing their own business rather than having to worry about maintaining IT systems and queries.

CHALLENGES DURING IMPLEMENTATION

The process started with LivehelpIndia team performing a GAP analysis of the organization and analyzing the customer's current IT environment. The report provides a specific condition of the infrastructure in place with its strengths and flaws.

Client's previous IT solution provider had been supplying services to them for the past few months, unfortunately, lately, there had been a decline in support level and also an increased ticket requests due to restricted support.

The company was looking for a Outsourced Help Desk Services who may deliver speedy responses, and support their current IT team responsible for providing the admin and maintenance of the IT infrastructure, in addition to daily first line support for all the staff during office hours. Moreover, the client demanded 24/7 Outsourced Help Desk support to accommodate their working hours.

POSITIVE OUTCOME

Today, with our managed services solution, the client has improved efficiency throughout the business. The required IT support is now proactive rather than reactive with our 24/7/365 help desk support with unlimited remote telephone and email support.

Copyright @ Cyber Infrastructure (P) Ltd. | 142-A, New IT Park, Electronic Complex, Pardesipura, Indore - 452010 | All Rights Reserved.