About Our Customer:
Our customer is a leading CSP – Cloud Service Provider and offers hosted solutions for virtual desktop, servers, business applications, etc. Its clients include businesses of varying sizes and from different industry verticals – Financial Services, Academic Institutions, Insurance, etc.
The customer had invested heavily in the IT infrastructure to bring the best in class solutions to its clients. In order to add more value to its services and to distinguish itself from the competition, our customer needed a partner who had the capability to provide 24x7x365 help desk support to the clients for timely resolution of their complaints.
The Challenge :
- Staffing the Help Desk with technically knowledgeable & customer service oriented individuals.
- Proficiency & understanding of a variety of IT infrastructure, tools and technologies
- Experienced enough to understand the complexities of virtual machines, network issues and proactively engage with the clients to troubleshoot and or escalate to the senior engineers.
- Contain the operating cost within the budget.
- Scalability on a short notice.
Premier BPO’s Approach:
Premier BPO adopted a consultative approach with the customer and reviewed their cloud infrastructure and the underlying technologies used. Our team of cloud engineers designed and deployed a help desk ticketing solution that offered multiple touch points – web, email and phone.
A team of technically qualified individuals received training on client’s infrastructure and business processes. Within 2-4 weeks, Premier BPO fielded a team of knowledgeable, efficient & courteous technical support staff that provided 24x7x365 to the clients of our customer.
Scope of Help desk:
Premier’s help desk team provides a knowledgeable, friendly and valuable support to improve customer’s experience.
- Migration from on-premises to cloud hosted solutions
- Interface customers, both internal & external, and open trouble tickets
- After hours NOC support
- Attend to alarms from network and hardware
- Billing queries
- Improved customer satisfaction
- Reduced operating cost
- Enabled customer’s core team to focus on infrastructure improvements