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Business Support Services

Technical Support & Customer Service

Telecom & Internet Service Providers, Computer-Electronics-Telecom Original Equipment Manufacturers, Gaming Station manufacturers are introducing newer products, services and applications at an increasing speed and reducing intervals. These rollouts are aimed at providing higher value for money, retaining customer loyalty and promoting repeat purchase through usage of existing and new features.

It is established that there is a strong correlation between the usage of new features and availability of efficient and cost effective technical support & customer service resources, so that the users can reach out to trained, experienced technical support executives to learn new services, applications, installing and setting them up for usage and troubleshooting service disruptions.

Our experience suggests that substantial gains, both in terms of cost reduction and process efficiency can be achieved by outsourcing:

  •  Technical support & Customer service, Problem resolution, Trouble ticketing and
  •  Network-facing activities such as order entry, service provisioning and service assurance

Further, there are various hurdles in maintaining a high-quality technical support and customer service operations internally owing to:

  •  Non availability of cost effective trained and skilled resources in local geographies
  •  Lack of onsite 24x7x365 technical support services owing to high operations cost, resulting in dissatisfied customers and their attrition to competition
  •  Limited IT investments to counterbalance technology obsolescence
Our Technical Support & Customer Service offerings enable you to overcome these challenges and lets you focus on core business requirements leaving operations to our resources who bring in specialized cross vertical capabilities. This is ensured by providing a mix of vertically aligned subject matter experts to design solutions and operationally aligned resources to develop relevant service delivery framework.
Services:
 
White Papers & Technology Articles   Tech Support Customer Services
  • Incident Management
  • Process Integration
  • Reporting
  • ISP Support
  • Customer Retention
  • Warranty Support
  • Applications Support
  • Service Outage Management
  • Order Entry
  • Order Management
    		•
    		 
     
    White Papers & Technology Articles   Internal Desk Services
  • Ticketing Management
  • Incident Management
  • Problem Management
  • Configuration Management
  • Service Level Management
  • Availability Management
  • IT Service Continuity Management
  • Microsoft Office Suite
  • Login ID Creation
  • Password Reset
  • Configuration Management
  • Applications Support
  • Server Monitoring
    		•
     
     

    Value Proposition:

    Our management team has pioneered Technical Support operations from India for Fortune 500 companies and now other low-cost locations around the globe.

    We have set up offshore delivery centers for large global OEMs and possess a track record of servicing various global companies operating in Wireline & Wireless, Broadband, Satellite, Pure / Multi play operators and Telecom Equipment Manufacturers industries.

    We leverage this delivery experience to achieve 'Revenue Maximization and Cost Optimization' through process redesign, Opex reduction and faster rollout of services.

    We offer following benefits to first time and seasoned outsourcers:
    White Papers & Technology Articles   First Time Outsourcers   Seasoned Outsourcers
    • Guide step-by-step first time outsourcers in setting up their processes and successfully growing them to a steady state operation
    • Innovative Engagement Models – Captive (BOT), 3rd Party, Hybrid etc.
    • Flexible Pricing Models - Per Transaction / Per Hour
    • Meeting SLAs within 90 days of transitioning the process
    • Better performance than existing service providers within 120 days
    • Manage seasonal variations with out creating expensive internal capacities
    • Providing best in class performance benchmarks for internal or 3rd Party operations while co-existing with existing service providers
    • Redefining existing processes, if required to achieve higher customer satisfaction scores, first call resolution rates and lower customer churn
         
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