{"id":29354,"date":"2022-04-18T14:16:00","date_gmt":"2022-04-18T14:16:00","guid":{"rendered":"https:\/\/www.orioninnovation.com\/insights\/case-studies\/help-desk-services-for-an-insurance-company\/"},"modified":"2026-07-17T11:12:54","modified_gmt":"2026-07-17T11:12:54","slug":"escala-funcion-mesa-ayuda-compania-seguros","status":"publish","type":"case_studies","link":"https:\/\/www.orioninnovation.com\/es\/insights\/case-studies\/escala-funcion-mesa-ayuda-compania-seguros\/","title":{"rendered":"C\u00f3mo una Compa\u00f1\u00eda de Seguros Escal\u00f3 su Funci\u00f3n de Help Desk"},"content":{"rendered":"\n
\n
Las operaciones de help desk suelen estar sobrecargadas de solicitudes y carecen de los recursos necesarios para resolverlas con rapidez. Nuestros expertos lograron transformar las funciones de help desk del cliente mientras manten\u00edan sus operaciones actuales durante todo el proceso de transformaci\u00f3n digital.<\/strong><\/h5>\n\n\n\n

El cliente es una compa\u00f1\u00eda de seguros estadounidense de tama\u00f1o mediano, ubicada principalmente en el Medio Oeste, que ofrece protecci\u00f3n de seguros de hogar, autom\u00f3vil, vida y negocios a sus asegurados. La compa\u00f1\u00eda ha emprendido una transformaci\u00f3n completa de sus aplicaciones de TI, infraestructura y entrega de servicios, incluido su help desk.<\/p>\n<\/div>\n\n\n\n

\n

Desaf\u00edo<\/h2>\n\n\n\n
\n

El cliente enfrentaba una alta demanda en su help desk por parte de 2800 colaboradores, con tiempos de resoluci\u00f3n muy lentos que estaban afectando la productividad de sus empleados. La funci\u00f3n de help desk resultaba costosa y el cliente quer\u00eda reasignar al equipo a funciones de mayor valor estrat\u00e9gico. Acudieron a Orion en busca de una mejor soluci\u00f3n para su help desk.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n

Soluci\u00f3n<\/h2>\n\n\n\n
\n

Orion fue seleccionado como socio para gestionar el help desk a trav\u00e9s de su ubicaci\u00f3n en Europa del Este, en Belgrado, Serbia, generando ahorros de costos significativos. Orion aport\u00f3 experiencia en procesos y tecnolog\u00eda para la automatizaci\u00f3n del help desk, logrando calidad y eficiencia. La externalizaci\u00f3n de la funci\u00f3n de help desk a Orion permiti\u00f3 al cliente escalar los recursos hacia arriba o hacia abajo seg\u00fan cambiara la demanda. Orion tambi\u00e9n incorpor\u00f3 servicios de gesti\u00f3n de identidad y acceso a la lista de servicios proporcionados por el help desk del cliente.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n

Impacto<\/h2>\n\n\n\n
\n

El cliente ha visto una reducci\u00f3n en el costo general gracias al uso de recursos offshore, al tiempo que obtiene un costo predecible cada mes. El cliente tambi\u00e9n est\u00e1 experimentando un aumento en la satisfacci\u00f3n de sus usuarios, producto de la interacci\u00f3n con especialistas altamente capacitados que cuentan con una amplia gama de credenciales y experiencia previa. Esto ha dado como resultado una mejora demostrada en la calidad y la velocidad de resoluci\u00f3n.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Las operaciones de help desk suelen estar sobrecargadas de solicitudes y carecen de los recursos necesarios para resolverlas con rapidez. Nuestros expertos lograron transformar las funciones de help desk del cliente mientras manten\u00edan sus operaciones actuales durante todo el proceso de transformaci\u00f3n digital. El cliente es una compa\u00f1\u00eda de seguros estadounidense de tama\u00f1o mediano, ubicada … Continued<\/a><\/p>\n","protected":false},"author":3,"featured_media":11892,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","class_list":["post-29354","case_studies","type-case_studies","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nC\u00f3mo una Compa\u00f1\u00eda de Seguros Escal\u00f3 su Funci\u00f3n de Help Desk<\/title>\n<meta name=\"description\" content=\"Help desk operations are often overburdened with requests and lack the resources to quickly resolve requests. 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