Dynamic Business Outsourcing Solutions

BACKGROUND

Please describe your company and your position there.

I am the Claims Manager for an insurance brokerage located in Sydney Australia.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Dynamic Business Outsourcing Solutions?

We needed an admin support solution which is cost-effective in order to service our clients and provide support to our staff.

What were your goals for this project?

To implement full administrative support to our business.

SOLUTION

How did you select this vendor?

DBOS was recommended to us by another company who has utilised their services.

Describe the project in detail.

DBOS organised screening and initial interviews for staffing. They provided support in relation to staff training and provided facilities for our employees.

What was the team composition?

We started with 2 claims support and 1 account executive assistants. We now have 5 claims support and 3 account executive assistants.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our offshore support assisted with the back office processing for claims and full support on telephones.

How effective was the workflow between your team and theirs?

We receive support from DBOS with the provision of monthly reporting, facilitating staff attendance and well being of our employees. Ongoing training will improve processes.

What did you find most impressive about this company?

This is our first BPO experience and so far our dealings with their team have been great.

Are there any areas for improvement?

DBOS will need to align their current reporting in order to manage expectations. Reporting to be based on our key result areas and not quantity based.