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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.

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?

e4e addresses 2 important markets for technical support.

Enterprise Technical Support

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.

Consumer Technical Support

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.

Service Offerings
Our Managed Technical Support portfolio of services addresses all pain points of the head of support in any company.

24x7 Level 1 to Level 3 technical support.

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

Self-Service

Establish the self-service platform
Create the self-service content
Ongoing management including continuous creation of content

Support Integration Testing:

Establishment and maintenance of QA lab
QA and Testing services
Down-streaming the knowledge to L3,L2,L1 staff.

Duty Management

Client specific escalation management including direct issue handling with the end clients on specific executive escalations

Content Management

Case analysis and content creation
Updates into the self-service portal

Technical Account Management

Executive technical relation with large clients for specific and tailored support solution.

Analytics

Business and usage analytics towards improving (a) support processes (b) products (c) revenue

Tools:

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 >>
	Remote Access Services Technical Support Read Case Study >>

	Level 1 Support for "Novice" Users Read Case Study >>

	Level 2 and Level 3 Technical Support for a Fortune 500 PC/Server Vendor Read Case Study >>

	Level 2 and Level 3 Technical Support Read Case Study >>

	Level 1 and Level 2 Technical Support Read Case Study >>

	Level 3 Technical Support Read Case Study >>


e4e Tech Support - Fact Sheet
Service Offerings
Self-service solutions Level 1 technical support Level 2 technical support Level 3 technical support Support Integration Testing Technical Account Management Content Management Systems and tools

Customer Profile
Technology product vendors, service providers, ISVs and enterprise IT helpdesks.

Delivery Locations
Hunt Valley Phoenix, AZ Glasgow, UK Bangalore