Home
  Home > Services-on-tap > Capabilities >  
Financial Services
Services
Loan Acquisition
Loan Processing
Verification Services
Technology Services
Technical Support
Appli Structure
Mobile Services
Quality Testing
Software Engineering Services
HealthCare Services
e4e Clients
Management Team
Board of Directors
Fact Sheet
 
 
Technical Support
Level 1 and Level 2 Technical Support
 
Client

Top 5 security appliance provider.

 
Requirement
To provide Level 1 and Level 2 technical support for users in North America for the entire product range. The requirement was 'technical support' and not just call-center level of support, which concentrates only on the transaction aspects of the support. The customer had a product road map with several new releases, mandating quicker assimilation of new technologies and product details to provide high quality technical support to the end users, resellers and enterprise security administrators. Technical support is a revenue generator for the customer and hence retention and repeat business are critical for the company as a whole.

To provide voice, email, web response.

To provide 24/7 support for their customers who have varying degrees of technical support requirements.

To meet stringent SLA terms.

To reduce the transaction volume related to the assets in the field.

 
Solution

e4e transitioned the support operations (around a thousand transactions per day) from the previous vendor in 45 days.

e4e staffed the operation with certified technical support engineers.

e4e established a customer-specific technical support management team and a framework for review and measurement.

e4e adopted the customer's support framework for multi-channel support access.

 
Results

Providing one of the best support metrics in the security appliances industry.

The customer is expanding the scope of operations for e4e.

Significantly easier and faster transition.

Working towards transaction reduction strategies.

top of page ^
Copyright © 2007 e4e Inc.
Privacy Policy | Terms of Use