Level 2 End-User Support

A Fortune 500 insurance company deploys an onshore operational Support Service Center to improve customer satisfaction and incident resolution. 

SITUATION  

Our client decided to move foreign-based Level 2 support services back onshore to the United States. Our client needed a partner to build an onshore operational model, and to deploy and manage a team to provide Level 2 support for diverse technologies. With this initiative maintaining a high level of visibility with our client’s internal stakeholders, the highest priorities were customer satisfaction, service level adherence, incident reduction and ease of management. 

SOLUTION  

Our team worked closely with client stakeholders to right-size the team. Our solution focused on reducing the team size from 40+ offshore resources to 18 onshore resources, including 8 Analysts, 8 Subject Matter Experts and 2 Team Leads. Operating within defined client requirements, specifications and objectives, the team implemented the solution during a 60-day transition window, taking responsibility for problem and incident backlogs as well as knowledge article inventory. Our team continuously refined its support processes in accordance with our client’s Technology Roadmap, anticipating changes and providing appropriate resource training to continue high quality Level 2 support.  

Operational maturity in 60 days 

RESULT 

Our Level 2 support team reached full operational maturity and went live in 60 days, despite facing many fluid process requirements, access restrictions and cultural integration challenges. Customer-defined SLAs were achieved within 120 days of “go-live” despite deep backlogs remaining from the prior service provider. Knowledge Article creation increased First Call Resolution statistics. Root cause identification, issue mitigation and other continuous improvement steps continued to reduce overall incident quantities.