Offshore Resources Reduce Costs While Keeping Service Levels High

by admin on May 17, 2013


CLIENT:  Property and Casualty Insurance Company

One of the 50 largest providers of property and casualty insurance products and services in the U.S., with $2.2 billion in annual gross premiums and more than $1 billion in stockholder equity.


  • Executive management was under pressure to reduce costs across the company.
    • Two related IT objectives: optimize utilization of internal infrastructure resources for more-strategic projects, and engage outside resources to perform monitoring tasks efficiently and cost-effectively.
    • In addition to reduced costs, management required services delivered at high-quality service levels for internal users, with the highest degree of customer satisfaction.


  • Utilized a proprietary infrastructure support model as well as its offshore IT processes to ensure that server support service levels were met.
    • Worked with client management to raise alerts when servers were not operating efficiently or were offline.
    • Alerted the client of outages and participated in corrective actions required to resolve them and bring the server back online. 
    • Performed network administrative services such as maintaining configuration and network documentation, and undertook database and exchange administrative tasks and ad hoc project work requested by on-site counterparts.


  • Executive management exceeded its cost reduction objectives while providing a high level of satisfaction to internal users. 
  • Project scope expanded to supporting deployment of key applications and managing essential data systems on behalf of the client. Other areas where RMK could offset costs while increasing productivity are in the areas of application development, software quality assurance and help desk operations.   
  • In-depth knowledge of the client’s environment/configurations enabled RMK personnel to correct outages without client involvement.

Client views RMK’s solution as the ‘gold standard model’ to emulate moving forward for achieving corporate-wide cost reductions while achieving high levels of

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