iOPEX provided multi-channel technical support which helped the client in cost reduction by 55% and significantly improved the support quality.
The Client : The client is a global leader in malware prevention solutions, protecting critical data, intellectual property, and resources against targeted malware attacks. The company’s solutions save enterprises, institutions and governments money losses every year.
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.