Reducing Client Query Time by 29%, Ensuring 100% Support Coverage with an Offshore Team

Client Overview

A global financial services provider catering to institutional investors and fund managers was under increasing pressure to elevate client servicing standards without inflating operational costs. The firm’s existing support structure, primarily in-house and regionally constrained, struggled to deliver the agility, availability, and consistency demanded by a global client base operating across time zones.

Problem Statement

As client expectations rose, the firm encountered multiple challenges:

• Delayed Query Responses: Legacy workflows and time zone gaps led to slower turnaround times, impacting client satisfaction.
• Lack of 24/7 Coverage: The support model couldn’t offer seamless service continuity for clients in APAC, EMEA, and North America.
• High Operational Overheads: Expanding the in-house team to meet demand was proving cost-prohibitive and unsustainable.

These inefficiencies hindered the firm’s ability to deliver responsive, high-quality service and strained internal teams already operating at capacity.

Solution Provided

To address these challenges, Decimal Point Analytics designed and deployed a customized offshore support solution integrated into the client’s operations. The key pillars of the solution included:

• Dedicated 24/7 Offshore Support Team: Staffed with professionals trained extensively in the client’s systems, workflows, and compliance protocols to deliver first-line support across time zones.
• Real-Time Query Management System: Enabled centralized tracking, faster routing, and transparent monitoring of client issues for efficient resolution.
• Structured Knowledge Transfer Framework: Ensured rapid onboarding and continuity through process documentation, system simulations, and periodic review loops.

This model provided a seamless extension of the client’s team while ensuring business-as-usual continuity across global markets.

Outcome

The offshore engagement yielded tangible operational benefits:

• 29% Reduction in Query Resolution Time: Accelerated response cycles led to higher client satisfaction and service efficiency.
• 100% Time Zone Coverage: Shift-based resource allocation ensured uninterrupted support across global regions, aligning with client trading and reporting schedules.
• Lower Support Costs: Delivered cost savings without compromising quality, allowing the client to reallocate resources to higher-value functions.

Key Takeaway

Strategic offshoring is not just a cost-reduction tactic—it’s a transformational capability enabler. With the right execution partner, firms can scale support coverage, boost responsiveness, and elevate client service delivery without inflating costs or adding complexity.

Looking to enhance client experience while optimizing cost?
Explore how Decimal Point Analytics can build and manage high-performance offshore teams tailored to your support needs.