Reliance General Insurance was onboarded to address large-scale IT operational challenges impacting system stability, support efficiency, and internal productivity.
The engagement focused on strengthening IT support capabilities while ensuring continuity, performance, and measurable operational improvement.
Key Challenges IdentifiedThe initial assessment highlighted the following constraints:
- Frequent system issues affecting daily operations
- High volume of internal IT support tickets
- Limited in-house IT capacity to manage scale
- Operational pressure impacting resolution timelines
A hybrid outsourced IT support model was implemented to address scale, availability, and response challenges.
Workforce & Support StructureA dedicated outsourced team was deployed across the following functions:
- L1 & L2 IT Helpdesk
- Software Engineering support
- On-site and remote resource mix
- Continuous monitoring and ticket resolution
24/7 administration, monitoring, and troubleshooting across on-premise, cloud, and hybrid environments.
Help Desk ServicesOutsourced L1–L3 help desk support reducing internal workload and improving response times.
IT Support OperationsEnd-to-end IT support ensuring seamless workflows and operational reliability.
Application SupportOngoing application stability, issue resolution, and optimisation aligned with business needs.
Measurable Outcomes- 40% reduction in hiring and HR costs
- 96% attendance compliance
- Ticket resolution improved from 22 hours to 3 hours
- 100% staffing continuity across locations
- Improved employee satisfaction and productivity
- Stabilized IT operations at scale
- Reduced dependency on internal IT teams
- Improved uptime and response reliability
- Consistent service delivery without disruption
