Total ownership for problem resolution was a key requirement, irrespective of the problem area.

Structure to manage customer satisfaction issues, change management, tight interface with the Remote Access Services vendor.

e4e appointed highly trained Level 1 Technical Support Representatives (TSRs) and provided them with access to the knowledge base.

e4e appointed Service Center TSRs with strong technical/network backgrounds. Many had support experience from various ISVs. Using this knowledge, plus the available knowledge base and other technical resources, the TSR was equipped to walk the end user through the configuration and connection process until the problem was resolved.

In addition to the TSRs, The e4e Service Center appointed primary and backup Subject Matter Experts (SMEs) to fulfill the role of Level 2 support for Remote Access Services applications.

e4e identified a dedicated Technical Account Manager to interface with the Remote Access Services vendor for performance issues, escalations and change management.

The e4e Service Center has provided 24/7 support to all Remote Access Services users with satisfaction ratings above 4.5 on a 5-point scale.

The e4e Service Center has taken full ownership for resolutions. Even in cases where the problem was in the configurations, connectivity etc., the TSR has taken 100% ownership for problem resolution.

The e4e Service Center has taken full ownership for resolutions. Even in cases where the problem was in the configurations, connectivity etc., the TSR has taken 100% ownership for problem resolution.