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Contact Info

Client: Reliance General Insurance

Project: IT Digital Transformation

Category: IT Helpdesk & Software Outsourcing

Challenges

Frequent system issues: The client faced regular IT system failures affecting business operations.
Large number of internal support tickets: Many tickets were created daily, overwhelming the in-house IT team.
In-house IT unable to handle load: The existing IT team lacked resources to resolve issues efficiently.

Outsourced Solution

Provided 150+ outsourced staff for L1 & L2 IT helpdesk and Software Engineers.
Ticket resolution support and system monitoring for seamless operations.
Combination of on-site and remote Software Engineers for flexibility.

Results

Reduced hiring and HR costs by 40%.
Achieved 96% attendance compliance.
Ticket resolution time improved from 22 hrs → 3 hrs.
100% staffing continuity across locations.
Internal employee satisfaction improved significantly.

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