|
| |
Pre Sales Help Desk for a large network solutions company
Client Profile
The client is a large network solutions provider.
Campaign Requirement
The scope involved using Nirvana’s services to proactively provide system level support for Partners, resellers and sale teams on technology projects.
Process
- Remote Support via Phone/web on Partner Issues
- Calls/Web Case Input to Partner Reseller Helpline
- Assistance in First time installation, Pre-production and Network Solution
- Follow-up Case Analysis to Business Stakeholders for Process Improvement
SLAs
- Response time – 1 hour; Resolution time – 1 day
- Customer Satisfaction/Bingo scores (on a monthly or a quarterly basis) - 4
- No. of case fields filled up by the engineers in the CRM database for each case – 80% completion
- Publish Frequently Asked questions/working models (at least 10% of cases resolved)
Results
- Partners supported by Nirvana team increased from 27 to over 200 within a year
- Success of this helpdesk has enabled client to set up similar helpdesks for other technologies
- Significant improvement in SLAs, as seen below:
|
|
|
Client Login | 
Download Corporate Profile
