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| Fortune 500 PC/Server Vendor. |
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To provide Level 3 technical support for their server range of products. The support was for their resellers so that they could focus on the business of enhancing sales, while e4e took care of technical issues during installation and post installation. Excellent support and customer satisfaction were critical to energize the resellers and to enhance product sales. |
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e4e established a technical lab at Bangalore to provide technical support services. |
| e4e established the escalation and resolution processes. |
e4e staffed the operation with senior technical staff with engineering background and relevant experience. |
e4e simulated the escalated problems in the lab, provided workarounds and escalated engineering level bug fix issues to the customer to ensure resolution. |
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| Reseller confidence on the product range has grown significantly. |
| Reseller ability to sell with confidence has increased sales. |
| End customer satisfaction ratings have significantly improved |
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