Case Study – How 31West Helped A Finance Company

• Client Overview
• The Challenge
• The Solution
• The Results
• Conclusion

BadCredit.co.uk is a leading online platform in the UK, specializing in providing financial advice, credit-building tools, and access to subprime lenders for individuals with poor credit scores. The platform serves a broad audience, including individuals seeking to repair their credit and those looking for financial products tailored to their credit profile. BadCredit.co.uk operates 24/7, supporting thousands of users daily who rely on the platform for critical financial services.

As BadCredit.co.uk expanded its user base, the demand for reliable and efficient IT support grew. However, the platform began facing challenges in maintaining its IT infrastructure and delivering seamless customer support. Specifically, the issues included:

1. High Volume of IT Support Requests: With increasing traffic, the number of IT support requests surged, overwhelming the existing in-house support team.
2. Slow Response Times: Users experienced delays in resolving technical issues, leading to dissatisfaction and a potential loss of business.
3. Inconsistent Support Quality: The in-house team struggled with maintaining a consistent quality of support, particularly during peak hours.
4. Limited IT Expertise: The in-house team lacked specialized expertise to handle complex technical issues, resulting in prolonged downtime and unresolved tickets.
5. Outdated Support Infrastructure: The existing IT support tools and systems were outdated, further slowing down the response and resolution process.

To address these challenges, BadCredit.co.uk partnered with an external IT service provider to enhance its Level 1 IT support. The solution was designed to improve response times, ensure consistent support quality, and provide specialized technical expertise when needed.

Key elements of the solution included:

1. Dedicated Level 1 IT Support Team:
   A team of highly trained IT professionals was deployed to handle Level 1 support requests. This team was available 24/7 to ensure round-the-clock support for BadCredit.co.uk users.
2. Streamlined Support Processes:
   The service provider implemented best practices in IT service management (ITSM) to streamline the support process. This included the use of automated ticketing systems, knowledge bases, and escalation procedures to ensure quick and efficient resolution of issues.
3. Advanced Monitoring and Reporting Tools:
   Real-time monitoring tools were introduced to track the performance of the IT support team. Regular reporting provided insights into key metrics such as response times, ticket resolution rates, and customer satisfaction.
4. Ongoing Training and Development:
   Continuous training was provided to the Level 1 support team to keep them updated on the latest technologies and platform updates. This ensured that the team could effectively handle a wide range of technical issues.
5. Scalable Support Infrastructure:
   The support infrastructure was upgraded to accommodate future growth. This included the integration of cloud-based support tools that could easily scale with the increasing user base.

1. Improved Response Times:
   The average response time for IT support requests was reduced by 50%, leading to faster resolution of user issues and increased customer satisfaction.
2. Enhanced Support Quality:
   Consistent and high-quality support was delivered across all user interactions, resulting in a 30% increase in positive feedback from users.
3. Increased Efficiency:
   The streamlined support processes led to a 40% increase in the number of tickets resolved within the first contact, reducing the overall workload on the IT team.
4. Higher User Retention:
   With quicker and more reliable support, user retention rates improved, contributing to a 20% increase in repeat visits to the platform.
5. Scalable Growth:
   The upgraded IT support infrastructure positioned BadCredit.co.uk for future growth, allowing the platform to seamlessly handle an increasing volume of users and support requests.

By partnering with a specialized IT service provider, BadCredit.co.uk successfully addressed its IT support challenges, enhancing the overall user experience on the platform. The improvements in response times, support quality, and infrastructure scalability have not only improved customer satisfaction but also positioned BadCredit.co.uk for continued growth in the competitive financial services market.