Client Snapshot

A fast-growing, tech-forward commercial lines insurance provider needed a scalable and efficient Application Support solution. With a new policy management system in place and aggressive growth goals ahead, they wanted to avoid the high costs and time associated with building an in-house support team.

The client faced multiple hurdles as they prepared to roll out their new policy administration system.  

The Challenge
With no existing application support infrastructure, they needed a solution that could be implemented quickly and scale alongside their growing business. Their internal team was already stretched thin, and with a continuous influx of new producers joining the organization, they required a streamlined, efficient way to manage support inquiries. The client sought to avoid the time and expense of building an in-house support team while ensuring a high level of service and operational efficiency. 

The Solution | NLS Application Support Services
Next Level Solutions delivers scalable, high-impact Application Support Services tailored for the P&C industry. Combining insurance expertise with smart processes and tools, we go beyond help desks to ensure operational continuity, boost user satisfaction, and reduce internal strain. With intelligent routing, proactive monitoring, and insightful analytics—plus flexible onshore and nearshore delivery—we help carriers stay focused on growth.

For this growing insurer, NLS put several tactics into action:

Intelligent Ticket Assignment
To bring structure and efficiency to the client's support operations, NLS implemented a smart ticket assignment system powered by keyword filtering. This approach automatically categorized incoming support tickets into clearly defined groups, allowing for immediate triage and routing to the appropriate team.

Ticket categories included:

• Billing Inquiries: Routed to finance specialists for faster, more accurate resolution of payment and invoice issues.
• Claims Inquiries: Directed to claims support for timely updates and reduced claimant frustration.
• Policy Inquiries: Sent to policy experts to ensure quick, clear responses on changes, renewals, and coverage.
• Access Issues: Handled by tech support for fast resolution of login and system access problems.
• General Questions: Managed by frontline agents who assessed and redirected as needed.

Intelligent routing eliminated manual triage, cut ticket handling time, and ensured issues reached the right team instantly—boosting productivity, reducing delays, and streamlining support for producers and internal users.

First Contact Resolution (FCR) Optimization
NLS equipped support agents with advanced tools, streamlined systems, and deep insurance knowledge—enabling them to resolve more issues on the first contact. This significantly reduced the need for escalations and follow-ups, improving operational efficiency and enhancing customer satisfaction.

Actionable Support Metrics
NLS provided comprehensive reporting and analytics that offered the client meaningful insights to inform decision-making and continuous improvement:

• Duplicate Reported Issues: Identified recurring problems, allowing for root cause analysis and proactive fixes.
• Issue Volume Over Time: Tracked trends across daily, weekly, monthly, and yearly activity to optimize staffing and support planning.
• Issues by Producer: Highlighted areas for additional training or onboarding support.
• Issues by Product: Provided feedback on product reliability and areas in need of technical improvement.

These metrics empowered leadership to adjust strategies in real-time, improve resource allocation, and prioritize enhancements based on data.

Real-Time Batch Job Monitoring
NLS deployed proactive monitoring of the client's batch processing jobs to identify and resolve failures in real time. This ensured immediate customer notifications, clear communication of impacts, and fast resolutions—minimizing system downtime and maintaining smooth operations.

Key Outcomes

• Faster Issue Resolution with Intelligent Ticket Assignment
  Next Level Solutions automated ticket categorization, eliminating manual sorting and speeding up response times. By routing requests to the right teams instantly, the client improved efficiency, resolved issues faster, and enhanced customer satisfaction.
• Enhanced First Contact Resolution (FCR) Rates
  Equipping agents with the right tools and insurance expertise boosted First Contact Resolution rates, reducing escalations and follow-ups. This improved customer experience and cut costs by minimizing repeat interactions and streamlining support.
• Data-Driven Decision Making with Comprehensive Metrics
  NLS provided clear, actionable support metrics that revealed operational health, recurring issues, and usage trends. Duplicate reports enabled preventive action, while insights by producer and product highlighted training needs and platform improvements—driving continuous improvement across support and development.
• Proactive Issue Management with Batch Processing Monitoring
  NLS proactively monitored batch jobs, identifying and resolving failures in real time. Quick alerts and clear communication minimized downtime, prevented disruptions, and maintained trust in critical system performance.

The Impact
Customers benefited from quicker response times and a smoother support experience, while system performance continued to improve through data-driven insights and proactive monitoring. With fewer repeat issues and more effective resolutions, overall support costs dropped significantly. Most importantly, the client was able to redirect their focus toward strategic growth, knowing their support operations were being expertly managed.