Customer Support Back-office Services

Premium Customer Support Back-office Services

Provide Real-time Support to Your Customer

A customer remains loyal when they feel valued. IMS Datawise specializes  in offering premium customer support outsourcing services that enhance customer satisfaction, streamline communications, and support business growth.

Our customer support back-office outsource services are designed to help you focus on your core competencies, without compromising on the customer experience.

Key Customer Support Outsourcing Services

Bid Desk Response Center

Optimizing the bidding process with a blend of technical expertize, market insight, and a commitment to client satisfaction.

  • Efficient Bid Management
  • Competitive Analysis
  • Customized Responses
  • Technology Integration

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Stakeholder Communication Management

Ensuring a streamlined communication channel for your stakeholders remains on top of every interaction.

  • Multichannel Communication
  • Relationship Building
  • Feedback Management
  • Crisis Communication

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Customer Service Center

Managing a comprehensive call center, tailored to handle every customer interaction with expertize and empathy.

  • 24/7 Support
  • Multilingual Capabilities
  • Omnichannel Support
  • Customer Feedback

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Insurance Customer Support

Offering specialized assistance and services regarding handling customer inquiries, providing information about insurance products and services, processing claims and applications, as well as managing billing and payments.
  • Policy Assistance
  • Claims Processing
  • Regulatory Compliance
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Initial Bid Analysis
Initial Bid Analysis

Conduct detailed analysis of the received bid, and assess its feasibility

Bid Planning
Bid Planning
Develop a detailed timeline outlining key milestones, and allocate necessary resources
Data Gathering
Data Gathering

Gather all relevant information and documentation required for the bid, and obtain any insights or additional data needed

Bid Response Development
Bid Response Development
Draft the bid response, and tailor the bid response with professional visuals
Review and Quality Assurance
Review and Quality Assurance

Conduct thorough reviews of the bid response, and verify all aspects of the bid response

Approval and Submission
Approval and Submission

Submit the completed bid response after client’s review and approval

Post-Submission Follow-Up
Post-Submission Follow-Up
Confirm receipt of the bid response
Plan Stakeholder
Communication
Plan Stakeholder Communication
Determine the information type, communication channels, and frequency
Manage Stakeholder
Expectations
Manage Stakeholder Expectations
Develop strategies to engage stakeholders effectively, and establish mechanisms for receiving and addressing stakeholder feedback
Implement a
Communication Plan
Implement a Communication Plan
Ensure timely, clear, and accurate information dissemination, and foster an open and transparent communication environment
Performance Monitoring
and Control Communication
Performance Monitoring and Control Communication
Monitor the effectiveness of communication activities regularly, and make necessary adjustments
Review and Report
Review and Report
Provide regular updates to stakeholders on project progress, changes, and upcoming activities
Initial Contact
Initial Contact
Respond to customer queries through various channels
Identification and
Authentication
Identification and Authentication
Verify customer authenticity through key identifiers
Problem Assessment
and Troubleshooting
3
Problem Assessment and Troubleshooting
Assess the problem, and provide step-by-step instructions to resolve the issue
Escalation
(if needed)
4
Escalation (if needed)
Escalating an unresolved query to a higher level of support
Resolution and
Follow-Up
5
Resolution and Follow-Up
Document the resolution in the service ticket, and schedule a prospective follow-up
Customer Feedback and
Quality Assurance
6
Customer Feedback and Quality Assurance
Collect customer feedback on their interaction and issue resolution
Customer
Inquiry Initiation
Customer Inquiry Initiation
Connect with customers on any of the channels, and verify customer's identity using through identifiers
Understanding
the Issue
Understanding the Issue
Listen to the customer’s issue, and ask follow-up questions
Issue
Categorization
Issue Categorization
Categorizing the issue correctly, and determining the urgency
Accessing
Customer Information
Accessing Customer Information
Pulling up, and ensuring the accuracy of the customer’s records and policy details
Providing Solutions
Providing Solutions
Explaining and guiding the customer through the claims process
Escalation
if Necessary
Escalation if Necessary
Escalating non-resolved issues to a higher-level support representative
Resolution
and Communication
Resolution and Communication
Implementing the agreed solution, and communicating the resolution to the customer
Feedback
Collection
Feedback Collection
Gauge customer satisfaction from customer feedback
Customer
Follow-Up
Customer Follow-Up
Reaching out to customers to ensure the issue was resolved satisfactorily

Developing Skilled Customer Support Teams

At IMS Datawise,  we are committed to building highly skilled customer support teams through specialized training programs. Our programs enhance communication skills, technical knowledge, and problem-solving abilities. Each professional is equipped to handle diverse customer interactions efficiently. Timely updates on customer service technologies and strategies keep our teams agile and informed.

Compliance and Security

Compliance and Security

At IMS Datawise, we prioritize the security of your data and adherence to industry standards. Our operations are certified under ISO 27001:2013 and ISO 27701:2019. Our processes are GDPR approved, ensuring the protection of personal data. Additionally, we are Cyber Essentials certified, which safeguards against common cyber threats, and demonstrates our commitment to cybersecurity.

Why Outsource to IMS Datawise?

Outsource customer support to IMS Datawise to avail a range of targeted benefits that enhance both customer relations and operational efficiency.

Cost Efficiency

Cut service costs by up to 50% while maintaining quality. As one of the top customer care outsourcing companies, we ensure optimal budget management, without compromising on service excellence.

Scalability

Adapt swiftly to market changes, allowing flexibility to meet your evolving needs.

Improved Service Quality

Benefit from consistently high service standards. Our commitment to continuous training and development ensures superior customer satisfaction

Case Studies

How to Elevate Property Management Processes through Outsourcing

FAQs

 We distinguish ourselves through our unwavering commitment to quality, meticulous attention to detail, and our adaptable "Fix Anything" approach. Our customer support services are tailored to your unique needs, ensuring that we effectively support your success.

Absolutely. Our flexible business model allows for rapid scaling up or down, supported by our extensive pool of top-tier talent. This adaptability ensures we can efficiently manage seasonal demands, and adjust operations as needed.

We invest  significantly in training and retaining skilled professionals who handle customer queries proficiently and proactivity. Our quality assurance process includes regular monitoring and feedback to ensure consistently high standards.

We offer flexible contracting terms that can be tailored to your needs, whether you seek short-term support or a long-term partnership.

Ready to integrate customer delight into your customer support?

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