Scaling businesses by offering optimal technology support - Collabera:

Scaling businesses by offering optimal technology support

Admin March 22, 2022

Reliable and consistent customer service is the backbone of any customer-facing industry, especially those offering financial services. A leading US-based consumer lending company is committed to helping its customers make educated auto financing decisions by offering superior customer service. Their recent merger of all subsidiaries under one umbrella led to an acute shortage of bandwidth and the struggle over this shortage drained all their resources for internal IT services. They realized they needed to perfect their IT efficiency and workload management to maintain their position as industry leaders. They required a partner to help them out with a two-layered strategy to manage their overwhelming workload and streamline their processes using technology optimally, and within their budget. 

The Solution 

Collabera worked with multiple lines of business at the client’s end and designed an improved shared services support model that met the incoming demand while upping the efficiency of the internal IT services team.  Collabera took the ownership to rethink the existing resolution process, introduce automation and define new SLAs and KPIs for service delivery, to meet and exceed the customer expectations.

  • Provided a follow the sun engagement model to transform the 8-5 weekday on-call model into a 24-hour weekday on-call model 
  • Automated multiple processes to reduce the incident volume. This provided the level 3 and level 4 personnel the much-needed room to grow and concentrate beyond their day-to-day tasks 
  • Provided technical expertise to achieve higher first-call resolution rates

Tech-Stack: ServiceNow, Citrix, and network operations

Results 

Collabera turned the whole situation around by bringing in additional ammunition through automation and shared services leveraging its global delivery model. The client went from being overworked to exploring newer challenges that will bring better returns in the future. 

  • Increased customer satisfaction due to better utilization of the workforce 
  • Increased productivity with optimized processes 
  • Increased ROI by ushering in newer technological solutions  

Collabera enabled the client to make a positive impact on its employees and business by leveraging its expertise in data support.  

Collabera has partnered with numerous businesses to increase their back-end efficiency and platform engineering needs. Talk to us to learn more. 

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Results 

Collabera turned the whole situation around by bringing in additional ammunition through automation and shared services leveraging its global delivery model. The client went from being overworked to exploring newer challenges that will bring better returns in the future.