For the outsourcing of Infrastructure Management & Support services for a major insurance services provider

The client is a leading Insurance Services provider in the US and Canada, offering handset and data device insurance programs, roadside assistance services and several other critical insurance related solutions to over 50 million subscribers across the continent.

The Challenge

With an increase in the number of products and a rapidly growing customer base, the client support team was burdened with the growing volume of work. This called for a rapid scale-up of the support infrastructure with additional resources. The client required a feasible solution that was cost effective and efficient and would enable the streamlined management of its IT infrastructure environment along with the multiple application platforms, systems and technologies that were being used.

The challenge faced by Synechron was to deliver a customized solution for the client in a short time-frame, which would seamlessly integrate with the client's existing IT infrastructure. The Synechron team would operate as an extension of the client's support team, functioning from Synechron's offshore location to provide a 24x7 support environment and at the same time, provide the client with a highly cost-effective solution.

The Solution

Leveraging its expertise in IT Support Services, Synechron was able to provide the client with a Remote Infrastructure Management model that would realize long-term business benefits for the client such as round-the-clock support for all its IT Infrastructure management & administration needs and significantly lower costs via Synechron's Global Delivery Model.

Synechron, along with the client, adopted a well-planned phased approach to smoothly transition the IT Infrastructure management operations to the remote location at Synechron's ODC. Some of the primary activities at the initial stages of the project during the transition phase, included onsite and offshore training of resources, offshore infrastructure setup, and the monitoring of tickets/issues and providing quick solutions to the same under the client's vigilance and guidance. Once the offshore infrastructure was completely operational, Synechron set up multiple support teams that provided a wide array of IT support services to the client. By working in overlapping shifts, Synechron's support teams were able to provide real-time, 24x7 support to address any issues raised from the client side.

The seamless transition of the client's operations to the offshore center was facilitated by constant interaction and close coordination between the offshore teams and the onsite representatives based at the client's numerous offices across the US. This created a smoother communication channel through which the client was able to effectively communicate all its business requirements to Synechron.

Continuous feedback from the teams based onsite enabled Synechron's offshore teams to attune their processes and methods in order to adhere to the IT standards and compliance needs of the client, thereby bringing about consistency of operations across all levels of the organization.

The Result

Synechron was able to successfully and rapidly implement a fully integrated, streamlined RI support solution with the necessary flexibility and scalability, exactly aligned to the client's needs within the time, cost & resource constraints specified by the client. The solution was also compliant with the highest quality and security standards laid down by several reputed International IT regulatory firms.

Synechron's RIM solution enabled the client to streamline its infrastructure management & support operations and significantly reduce the turnaround time involved in resolving any issues that were raised. A round-the-clock support model also resulted in uninterrupted services to the client and their end customers, further improving the client's business credibility. By outsourcing the IT infrastructure support & management operations to Synechron, the client was able to focus on its core operations and generate more business.

Synechron's remote support services dramatically improved the client's competitive position. The client was also able to realize greater time, cost and productivity benefits by not having to hire and train additional resources to handle the growing infrastructure. By exceeding client expectations and further improving on their processes, Synechron forged a long-term partnership with the client.

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