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| Major network security solutions provider. |
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| To provide Level 3 technical support for worldwide users and the front end Level 1 technical support provider on a 24/7 basis. The Level 3 technical support demanded extensive inter-operability skills and knowledge on network architecture, products and security. The quality of support and resolution is critical for the success of the product in the market and for generating a healthy perception of the provider's security solutions. A North American based, Fortune 100 IT services company provides the Level 1 and Level 2 support. The Level 3 team was required to provide workaround solutions and escalate to the engineering team for unresolved issues. The team must own escalations till resolution. |
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| e4e established a core team of experienced technical staff to manage the escalations on a 24/7 basis. This team has undergone extensive training and was certified on the customer's product range. |
| e4e established a framework to |
| Provide voice, email and web escalation support. |
| Document the solutions into a knowledge base through a predetermined process. |
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| e4e established a review process with the customer. |
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| The Quality of Support has significantly improved. The customer's Level 3 technical support has received several customer appreciations. |
The customer is expanding the scope of e4e's involvement in technical support. |
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