Case Study

ExpertCallers Dramatically Reduces IT Issues and Achieves Zero Downtime for UK Insurance Provider


  • ExpertCallers provided a customized helpdesk solution to a UK-based insurance provider struggling with their in-house IT.
  • The solution included a ticketing system, shift-based teams, automation, and remote server monitoring, reducing downtime and costs.
  • The successful solution led to decreased IT issues, zero downtime and enabled the client to focus on core business, leading to further collaboration.

Story of the Customer

  • A UK-based insurance provider faced IT issues due to lack of in-house expertise, affecting their efficiency and customer satisfaction. They offer two-wheeler insurance, offering comprehensive coverage for accidents, theft, damages, and third-party liabilities, with optional add-ons for enhanced protection.
  • After outsourcing to ExpertCallers, they received a custom IT helpdesk solution, resulting in zero downtime and fewer IT issues.

The Challenge

  • One challenge was to meet the client's specific requirement of providing 14-hour support from Monday to Friday, 8 hours on Saturday, and 4 hours on Sunday across six locations in the UK.
  • The task was especially daunting due to the need to coordinate with the client's team across different time zones and locations.
  • The team also had to devise an efficient ticketing solution to optimize the workflow of the helpdesk system while ensuring proactive monitoring to reduce IT issues.

The Solution

  • ExpertCallers implemented a customized helpdesk solution, which included an efficient ticketing system and teams working in shifts to meet the client's time requirements.
  • The helpdesk solution also involved the automation of routine applications and remote server monitoring, which significantly reduced the client's downtime and expenses.
  • Due to the effectiveness of the solution, the client experienced a drastic decrease in IT issues and could focus on key business areas, leading to them hiring ExpertCallers for their application development needs.

The Result

  • Our helpdesk solutions enhanced IT uptime, allowing the client to focus on core business areas and reducing IT issues.
  • Quick problem identification and resolution reduced downtime to zero.
  • Our successful solution led to the client hiring us for additional application development needs.

Unlocking Enhanced Customer Experiences with ExpertCallers

Elevate your customer experience by collaborating with us. We function as an extension of your company, offering customized services to meet your precise requirements. Our expertise, knowledge, and robust infrastructure are geared to bolster your brand. Unlike many service providers, we prioritize innovation across your entire call center ecosystem.

Reach out to us today to harness our extensive experience in the outbound call center industry.