Case Studies Details

Providing Technical Support to USA Based Benefits Provider Company

Overview

A leading benefits administration service provider with solutions such as Health Savings Accounts, Flexible Spending Accounts, and COBRA Administration, needed a robust technical support system to enhance operations.

Objectives

Handle High Support Volumes

Large number of support requests led to delays and bottlenecks in resolution.

Data Security and Compliance

As benefits administrator, need to handle sensitive information and being compliant with regulations.

Scalabilty Needs

Support needs kept varying and hence a scalable solution sought to handle peak periods.

Approach:

  • 24x7 Rotating Help Desk
  • Proactive Monitoring
  • Knowledge Base & Training
  • Shadow resources for scaling
  • Published By:

    #taskone Consulting Group

  • UAE

    Meydan Grandstand 6th Floor Maydan Road Nad AI Sheba Dubai U.A.E.

  • Industry

    Business

  • Founders

    Sumit Shukla, Swapnil Srivastava

  • Case Study

    Loyalty Program: Mobile App for Loyalty Program for a large retailer in UAE

  • Date

    11 Mar 2025

  • View Author's Profile

Result

Improved Issue Resolution Times

Average response time to support requests reduced by 40% with most issues resolved at first level.

Increased Client Satisfaction

Client Satisfaction rate improved by 35% with positive feedback on responsiveness and effectiveness.

Strengthened Data Security

Regular security audits and compliance checks resulted in zero data breaches and ensured full HIPAA and other regulatory compliances.

Conclusion

The services provided to customer played a critical role in enhancing their service delivery and ensuring data security and compliance. By offering 24x7 support and proactive monitoring, client was able to maintain high levels of end customer satisfaction.

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