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| Customer & Technical Support |
You provide mission critical
systems to leading enterprises. You win customers because your product
lowers total cost of ownership and does more for less. But in those
rare times, when your system becomes non-functional, your customer
satisfaction drops dramatically and often damage can be devastating.
Your customer only cares about their higher Total Cost of Aggravation.
Senior management gets involved, future sales are affected and often
the remedy is in the form of band-aids. Much of this is avoidable
and outstanding tech support is the key to retaining customers. |
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You need a critical combination
of skills, expertise, infrastructure and people to synergistically
combine to provide this service.
Our extensive research shows that the provider who offers a winning
attribute set would have a sharp focus on the following areas. |
Experience and reliability: means ‘been
there, done that’. Customers are not used for experiments.
We need proven experience and clarity of service levels. |
Variable costs: Focus on lowering the
overall cost of services. Unrelenting commitment to reducing
investments and saving costs. |
Single-stop shop: Breadth and depth
is key. Handoffs get to be expensive. Ideal combination must
include support skills, customer support experience and IT skills
deployed seamlessly. |
Information and reporting: This is
not about nice to know. Its critical information to help monitor
the health of the business and customer well being. This needs
to be in place. |
People: Where will trained people come
from? How long will they stay? Is knowledge shared and is there
continuous learning. |
Availability and Scalability: 24x7
availability, real or illusionary. And can the system and people
scale with growth of needs? |
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| There
are several products, applications, services deployed in critical
infrastructure in large enterprises. These products, applications,
services are used by sophisticated and technically sound staff like
network administrators, system administrators, software administrators.
When they seek technical support, they expect to talk to a product
and functional specialist capable of understanding their issues
in a comprehensive manner and someone who can provide diagnostic
and remedial help.
When the products,
applications, services are down, usually it’s a business or
mission critical situation.
The transaction
volumes are comparatively less in an enterprise technical support
scenario, but each call could be of extreme importance to the vendor.
e4e
today supports several leading networking, security and compute
vendors in this market segment.
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There are
products, services, applications that are used by the end user.
These are used by people who are less sophisticated technically.
The volume of end users could be very high and they must be generating
a large volume of transactions for technical support.
e4e today supports several leading consumer electronics,
compute and software vendors in this market segment.
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Our Managed Technical Support portfolio of services addresses all
pain points of the head of support in any company. |
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Level 1 support is defined as the first
point of contact for a service request. Level 1 technical
support typically includes the following support activities:
Answers to 'how-to' and navigational questions, resolution
of simple product problems, troubleshooting of technical problems
(including connectivity, configuration, etc.), administration
(password resets, etc.), diagnostic processing and gathering
of technical troubleshooting information, escalation to Level
2 for problems which cannot be resolved at Level 1, and case
ownership to resolution.
- Level 2 support – escalation handling from Level 1
- Level 3 support – simulation and interaction with engineering
- Offered thru multi-channel – voice, web, mail, chat
- 24by7
- o Globally – US, Europe, APAC
- Establish the self-service platform
- Create the self-service content
- Ongoing management including continuous creation of content
- Establishment and maintenance of QA lab
- QA and Testing services
- Down-streaming the knowledge to L3,L2,L1 staff.
- Case analysis and content creation
- Updates into the self-service portal
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- Self service (noHold, Right Now)
- Case management (Right Now)
- Knowledge management (Right Now)
- Chat (Right Now)
- RMA management
- CSAT management (Service 800 or in house)
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Delivery Capability
Read Case
Study >> |
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Remote Access Services Technical
Support
Read
Case Study >> |
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Level 1 Support for "Novice"
Users
Read
Case Study >> |
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Level 2 and Level 3 Technical
Support for a Fortune 500 PC/Server Vendor
Read
Case Study >> |
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Level 2 and Level 3 Technical
Support
Read
Case Study >> |
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Level 1 and Level 2 Technical
Support
Read
Case Study >> |
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Level 3 Technical Support
Read
Case Study >> |
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| Service
Offerings |
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Self-service solutions
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Level 1 technical
support
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Level 2 technical
support
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Level 3 technical
support
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Support Integration
Testing
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Technical Account Management
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Content Management
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Systems and tools
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| Customer
Profile |
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Technology
product vendors, service providers, ISVs and enterprise
IT helpdesks. |
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| Delivery Locations
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Hunt
Valley
Phoenix, AZ
Glasgow, UK
Bangalore |
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