Key
Industry Dynamics
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.
There is a strong correlation between usage of new features
and availability of efficient and cost effective technical
support & customer service resources, so that 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 the following functions:
- Technical support & Customer service, Problem resolution
and Trouble ticketing
- Network-facing activities such as order entry, service
provisioning and service assurance
Further, there are various challenges in maintaining a high-quality
technical support and customer service operations internally
that includes:
- Non availability of cost effective trained and skilled
resources in local geographies
- Lack of onsite 24x7x365 technical support services leading
to higher operational costs, resulting in dissatisfied
customers and their attrition to the competition
- Limited IT investments to counterbalance technology
obsolescence
Our Technical Support & Customer Service
offering enables you to overcome these challenges and lets
you focus on core business requirements. This is ensured
by providing a mix of vertically aligned subject matter
experts to design solutions and operational resources to
develop strategic service delivery. |
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Services: |
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 Tech Support
Customer Services |
- Incident Management
- Process Integration
- Reporting
- ISP Support
- Customer Retention
- Warranty Support
- Applications Support
- Service Outage Management
- Order Entry
- Order Management
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| 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
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