InsuranceSecurity
Case Study • 5 minute read

Streamlining service desk support for a global insurance provider

WWT helped a leading insurance provider unify its support operations across global teams, streamline vendor contracts and deliver a culturally aligned service experience that improved responsiveness and enhanced operational efficiency.

In this case study

  1. Challenge
  2. Solution
  3. Results
  4. How we did it
  5. How can we help you?

 Challenge

A global insurance leader, with a significant presence in both the U.S. and international markets, faced mounting operational challenges in its day-to-day service desk support infrastructure. The company was managing a sprawling technology ecosystem that included multiple managed services partners administering security tools, leading to inefficient event correlation and incident management. This made it more difficult for the support desk team to identify problems and prolonged their mean time to resolution (MTTR). In addition, complex and costly region-specific contracts hindered visibility into operating costs, complicating budgeting and forecasting.

Distinct support processes across its U.S. and international operations — including language barriers and a lack of localized expertise — further obstructed collaboration between partners and OEMs and failed to address region-specific challenges. 

While functional, the existing approach created inefficiencies that added unnecessary friction and risk to day-to-day operations. The company wanted a more unified, strategic approach to global support that would provide better, more consistent service across locations and reduce administrative and operational burden. The security team turned to WWT as a trusted partner to help bring that vision to life.

 Solution

WWT began by listening. Through deep discovery sessions with leaders across geographies, our team surfaced the most pressing issues and mapped them into two complementary workstreams. The first focused on operational support and offload, while the second targeted global licensing and vendor contract consolidation.

At the heart of the engagement was WWT's Advanced Service Desk as a Service (SDaaS) solution. This flexible, multi-tiered model gave the insurance company access to a 24/7 support structure capable of handling incidents from Tier 0 self-service through Tier 4 engineering-level engagement.

Our licensing and contract optimization services helped the team consolidate country-specific contracts, reducing complexity and enabling more consistent global agreements.

We worked closely with the company's stakeholders to shape a phased roadmap that could deliver value early while laying the foundation for long-term transformation. Together, we created a framework to centralize case management, improve incident response and scale support without sacrificing the needs of international locations. 

 A phased approach to provide immediate value while working toward long-term transformation 

First, we stood up a bilingual service desk that provided immediate value to international end users. This included hiring a local customer success manager and service delivery manager to strengthen communication and cultural alignment. Meanwhile, all support functions — from Tier 1 triage to Tier 3 troubleshooting and vendor coordination — rolled through WWT's global operations team.

To streamline issue resolution in the international office, we standardized and translated OEM runbooks and integrated them with the company's existing IT service management (ITSM) tools. We also worked with internal WWT teams to enable live language translation within ServiceNow, allowing tickets to be read and responded to instantly in either language. These enhancements resulted in faster resolution times and reduced stress during critical incidents.

In parallel, we helped the company consolidate global licensing contracts into a unified, manageable structure, reducing confusion around who to contact, simplifying escalation paths, and providing consistent support across time zones and regions. By reducing vendor overlap and eliminating third-party intermediaries, the client gained clearer insight into spend, improved compliance and better leverage in future negotiations.

 Results

By consolidating regional licensing models into a single global Day-2 Services Partner and unifying contracts into streamlined global agreements, WWT helped the company lower costs and dramatically simplify administration. This shift eliminated confusion around vendor coordination and escalation paths, allowing the organization to focus on strategic priorities rather than managing a patchwork of disparate relationships.

The support experience was transformed, with improvements in the support experience and a reduction in mean time to resolution (MTTR). The unified, bilingual service desk and standardized processes mean that incidents are handled quickly and efficiently, regardless of time zone or language. Teams benefit from real-time translation and culturally aligned support, resulting in smoother operations and less friction during critical moments.

In addition, the engagement set a foundation for cost-effective innovation and operational scalability. By establishing a global shared security services program, the company is now positioned to expand its support model across additional technology domains and geographies. This scalable framework enables ongoing optimization and empowers the organization to respond confidently to future challenges.

 How we did it

We built trust through transparency
From the start, we focused on strong communication between U.S. and international teams. Through regular touchpoints and open dialogue, we created a shared understanding of goals, timelines and challenges. That early alignment set the tone for a high-trust partnership.

We phased in smart, scaled support
We followed a phased onboarding model that allowed WWT to take on increasing levels of responsibility at the right pace. By starting with Tier 0 and Tier 1 and gradually moving up to more complex support, we reduced risk while delivering value early and often.

We spoke their language — literally
Success in the international office required more than translated materials. We hired local talent, validated bilingual runbooks and enabled live ticket translation in ServiceNow. Every detail, from staffing to process design, was shaped to deliver a support experience that felt local, not outsourced.

We stayed calm 
When major incidents hit, we brought discipline and clarity to the chaos. Using ITIL-based methodologies, we pulled in the right partners, escalated quickly and provided hourly updates until resolution. 

 How can we help you?

Modern support doesn't have to mean more complexity. WWT helps organizations simplify global operations, strengthen support experiences and control costs without compromise. Whether you're managing a diverse technical environment or bridging cultural gaps in a global workforce, our Advanced Service Desk as a Service solution and licensing and contract optimization services bring clarity, consistency and confidence to your support strategy.