L1 Help Desk for a US Insurance Broker

About the Customer

The Customer is one of the fastest-growing insurance brokers with 170+ offices across the US. The Customer operates in multiple industries, including healthcare, retail, manufacturing, legal services, transportation, hospitality, food and beverage, etc.

Need for Skilled Help Desk Resources

The Customer had a large number of incoming IT support requests from its employees and lacked in-house help desk resources to fully meet the needs of its growing team.

Professional Help Desk Team

Trusting ScienceSoft’s 16-year experience in help desk, the Customer turned to us for 24/7 L1 support services. ScienceSoft analyzed the volume of incoming support requests and provided the Customer with a team of nine professional support engineers. Currently, ScienceSoft’s team handles approximately 3,000 tickets per month and works according to the established process:

• The Customer’s employees submit support requests to ScienceSoft’s team using Vorex ticketing software.
• ScienceSoft resolves all L1 technical issues (e.g., new users setup, login and access, PC and network issues, application installation and updates, Microsoft Outlook and Exchange management). Such issues make up about 30% of all incoming tickets.
• The rest of the support requests closely tied to insurance specifics (e.g., create or update a particular insurance policy, give access to case-specific resources), and ScienceSoft’s responsibility is to escalate the tickets to the appropriate Customer’s in-house department.

According to the service-level agreement, ScienceSoft’s help desk engineers should respond to incoming tickets within 30 minutes.

After several months of cooperation, satisfied with ScienceSoft’s L1 support services, the Customer requested one more help desk team of three L1 support engineers. The new team provides centralized management of the Customer’s agents’ accounts on 500+ apps and websites (e.g., insurance carriers’ websites, agent/broker portals), resolving around 80 tasks of various complexity (e.g., bulk account creation or termination) per month.

Fully Manageable Issue Resolution

As of February 2023, the Customer has been receiving 24/7 L1 support from ScienceSoft for over 6 months. The Customer benefits from entirely manageable L1 support and is fully satisfied with ScienceSoft’s strict adherence to the SLA, fast issue resolution and proactive approach. The Customer plans to expand cooperation with ScienceSoft by increasing the number of tickets and corporate apps entrusted to ScienceSoft.

Technologies and Tools

Kaseya, Zoom, Vorex