DesiCrew

After expanding their market, one of the top 5 insurance companies in India needed to digitize scores of new insurance proposals. Our team processed on average 2200 forms per days, with peak volumes of up to 3500 forms per day. Our services allowed this particular client to scale, lower the bench cost for fluctuating demand, as well as reduce their overall costs in new business acquisition.

As not all answers were in their databases, this client contracted DesiCrew to be their human assisted fallback by answering within 5 minutes questions posed by users through online researchThis task requires DesiCrew associates to decode the SMS language to clearly understand the question, run a search through databases on the internet to find an appropriate answer, respond to the query, run basic analytics to build further automated databases, arrange FAQs in standard databases, and prepare template messages for FAQs. This process has allowed the client to differentiate itself from the competition when question could not be answered automatically by the engine. Furthermore, the analytics from the process and regular recommendations from the DesiCrew team to the client has helped optimize their search algorithm.

Our team first converts audio tapes of recorded surveys to digital mp3 or wav files, then transcribes and translates the surveys from spoken regional Indian languages into written English.  Our team started doing 20-30 hours per month, is currently (in August 2009) doing 120 per month, and is continually increasing its capacity and productivity.  After the first two months of learning, there are currently no re-works on any output given to the client.  Digitizing the audio tapes leaves the client with a more modern and manageable resource, and the transcription/translation work provides this research organization the capacity and cost advantage that would be unavailable with its current internal resources.  All materials are returned to the client.

Our team checks 10 different country sites across 4 continents, with specific attention to link functionality. Every time it appears a specific link does not work as designed, our team checks and double checks the problem and then reverts back to the client with feedback to correct all errors. This quality assistance support is integral to the client as it's site functionality is a core operation. The DesiCrew team averages 1000 link clicks per day, which is in line with the client's request, with scope for scale.

The high volume of surveys needed to be processed is unmanageable for the client, and like many social sector organizations, new projects of many sizes, formats, and budgets come and go on a consistent basis. We have solved both of these issues through our clever project management tools to allow for flexible intake of new tasks on an as needed basis, and our expertise and capacity in data entry and management to achieve consistent high quality and low Turn-around-time (TAT) at a practical cost to an Indian NGO.

In that time, our team transitioned and trained over 1000 professionals, processed 4.1 million forms in various languages like English and Hindi, coordinating 40 data entry centers and scanning centers with the client and overcoming operational challenges like scaling from the original 12 field requirement to 60 fields under severe time constraints. The project was an immense project management undertaking, and was completed successfully within the client's expectations.

The DesiCrew team conducts secondary research on the web to build databases of required information, using a web-based tool to draw roads, railway lines, points of interest, etc. The team built its knowledge capacity in topography, and has plotted points of inters of over 55 countries around the globe. The activity proved that DesiCrew teams can quickly create capacity in areas where it has no prior expertise. This led this particular client to explore further opportunities with DesiCrew which were knowledge-based labour intensive activities. The client could thus move its in-house resources to other high value activities, while at the same time saving as much as 50% on existing costs.