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Technology Services

Technical Assistance Center

Reform your product technical assistance centre to deliver quality solution and supreme service experience through right skilled engineers, connected intelligence & assisted automation

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Deep thought

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An integrated people, process and technology driven approach focused on knowledge engineering and automation enables to optimize service cost without compromising on Customer experience and enterprise security aspects

Trending

Leading cybersecurity company rapidly scales up enterprise technical support to enhance customer exp

Case Study

Multi-channel technical support for a global leader in malware prevention solutions

Case Study
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Service Offerings

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SPECIALIZED SUPPORT ENGINEERS
Specialized and consistent support delivered to premium customers via intelligent skill-based routing systems to minimize touches and maximize resolution
SELF-SERVICE ENABLED SUPPORT
Redefine service experience by delivering personalized digitally enabled engagements using mobile, chat, self-service assisted by Machine Learning
DIGITAL TECH OPERATIONS
Embrace digital workers and use automation technology to assist Support Engineers and create predictable remote services for your B2B clients
DIVERSIFIED SUPPORT PROFICIENCY
Support across various platforms like network & security devices, SaaS applications, on-premises, virtual or hybrid with a unified goal to resolve customer issues with precision and speed
ENHANCED SERVICE QUALITY
Monitor and address service quality to confer with business priorities using deep customer data analysis with Predictive and Prescriptive analytical tools to deliver superior quality of service
OPTIMIZED EXPERIENCE
Implementing an analytical approach to decrease turn-around time, empowering customers with interactive forms of self-help, tailored rich libraries of documents, videos and an easy-to-use portal to eliminate wait times, iterative interactions resulting in higher CSAT
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Our Approach

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Transparent Process Framework
We build a strong, transparent culture through informed client-in-loop decisions, fact-based business reviews and a resilient process model that embraces a customer first value system
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Quality Assurance
We create a strategic platform to monitor processes, evaluate benchmarks, provide analytics, daily reports, and suggestions to augment customer experience
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Process Optimization
We deploy constant process optimization techniques involving gap analysis, feedback loop and process automation to help our customers while optimizing cost without compromising on efficiency
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CSAT Orientation
We empower customers with interactive self-help options, that eliminate wait times, reduce back and forth interactions and increase turn-around time, enabling a positive customer experience at optimized cost
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Remote Workforce & Management
We employ workforce forecasting techniques using analytics and workplace automation to enable management of remote workforce ensuring 99.9% delivery of committed SLAs
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Our Expertise

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Our dedicated team of certified engineers will help you offload your post-sale technical troubleshooting, take corrective action to resolve issues and create conclusive reports via automation and process optimization, enabling seamless customer experience and organizational scaling.

Our area of technical expertise includes

  • Networking
  • Network Security & Access Control
  • Network/Application traffic distribution
  • SIEM
  • SaaS Products


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Key Metrics

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50+

Device And Product Types Handled at the Engineers

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> 87%

Complex Tickets Get Resolved In Second Iteration

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> 25%

Tickets Get Resolved With The Aid Of Knowledge Base And Self Service Portal

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24/7

Follow The Sun Support Model Covering All Continents

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> 90%

Customer Satisfaction Score On Resolutions

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TOOLS & TECHNOLOGIES

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Allow us to offer the best in class B2B support service to your customers
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