Case Study for Hi-Tech

» Level 1 & Level 2 Technical support on Phone, Chat & E-mail for Leading Data Recovery Software Company” «

Challenge
The client is a Leading Data Recovery Software Company and that has its captive centers all over the world. The client sells its products via two channels, namely, the direct channel and through enterprise resellers.

The client was looking for a reliable vendor who could take charge of their customer’s emails, chat and calls. Level and quality of service being the primary objectives, the client wanted a vendor who could relate to the customer’s needs and respond with prompt and accurate resolutions. With three modes of communication in mind, the client approached arvato India to provide solution and service to its vast number of customers worldwide.

Solution
arvato India went live with this process in August 2008, when we took over Level 1 e-mail Technical Support from the client’s captive centre. Ever since then, this process has been ramping up adding more volumes, media of support & complexity. To begin with, arvato India was handed over e-mail support with a backlog of 30,000 e-mails. Seeing arvato’s performance in tackling the backlog & e-mail queues, the client decided to add Level 1 chat & phone support as media of support. Since this year arvato India is also taking on Tier 2 Technical Support volumes for all three media of support.

Today we provide Level 1 & level 2 technical support on Phone, Chat and Email for the client’s range of backup and disaster recovery software for Windows and Linux.

• Phone & chat support for the Global Consumer Queue & Enterprise Queue
• e-mail support for worldwide English language.
• We also handle pre sales enquiries.

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