iOPEX provided multi-channel technical support which helped the client in cost reduction by 55% and significantly improved the support quality.
The Client :
US based global cybersecurity leader that continually delivers innovation to enable secure digital transformation. The core product is a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover the aspects of security.
The Challenge :
The client works with enterprises, service providers, law enforcement agencies, and research institutions. It provides solutions that deliver pre-emptive and proactive defenses against malicious attacks on IT resources. The client’s technical support functions are extremely critical element of the solution experience and the company needed to establish a structure that complemented its products and its growing customer needs. Hence the client wanted a support partner who could provide multi-channel technical support based on the client’s support infrastructure.