Case Study

Effective customer support for a leading multinational software corporation

iOPEX established 24X7 technical support infrastructure which helped the client to achieve 100% issue resolution of all tickets.

The Client : The client is a US based leading multinational software corporation that produces software for searching, monitoring, and analyzing machine-generated big data, via a Web-style interface. The client has over 14,000 customers in 110 countries using their software to improve service levels across diverse industries.

The Challenge :The client’s customer base was growing rapidly in APAC and EMEA region and its in-house support team had challenges servicing this growing customer base. An exponential rise in their incident tickets particularly from their APAC and Indian customers triggered the client to seek out external partners who could support their processes effectively.

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