Case Study -
Telecommunication VOIP

GOAL

To meet to the ever growing support demands 24 x 7 x 365 with an increasing customer base pushing for significant cost reduction for technical support costs.

 

Aim is to provide continued 24x7 support for Level 1 and Level 2 support. Resolve as many cases as possible to improve on resolve time and keep customers updated and connected.

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As a full-service VoIP Concierge, with solutions were designed to help providers:

• Reduce total cost of ownership

• Build business with rapid scalability

• Decrease OPEX and CAPEX costs

• Eliminate expensive upgrades with cost correct technology

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Earlier they could only provide 9 x 1 shift support but they realized that 46% of their support calls came in after the actual shift hours. Tickets accumulated and despite adding a shift operating costs went up and still 17% calls went unattended.

Shift Ahead stepped in to do the necessary support with its hand picked Engineers promising  on a dedicated 24 x 7 support resource base with a SLA of 98% plus.
 

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What Shift Ahead Could Achieve For The Client

• Manpower costs came down by 41%. No infrastructure cost at client’s end

• Reduced support costs per member by almost 62% with our Remote Operations  Offshore Delivery model

• Dedicated model to support network operations & its need for Level 1 to Level 3 Engineers supporting in a span of 7 months

• Our Engineering capabilities covered most of voice and data switching platforms, SBCs, routers and network elements of the client

• Improved customer satisfaction across all customer touch points by focusing on quality and timing of delivery

• Resolutions increased significantly month & month so did the customer base grow at 26% in 2 quarters with a 17% jump in increased revenue

• Opportunity to consolidate, re-engineer, rationalize and improve processes efficiency for improving service levels and increasing productivity

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HOW SHIFTAHEAD HELPED

Identified best of resources across cities ensuring their combined capabilities, put them through rigorous two rounds of technical interviews. No compromise on pay.

Our Helpdesk, NOC & Engineering support function went live together and post  a 15-21 day training and orientation from the client side – ball was set rolling sooner. From two Engineers to start with we added 5 more in less than 3 months  

Shift Ahead along with its resources adopted a flexible approach to clients need to ensure it adopted to client’s tools very quickly.

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ENHANCING CUSTOMERS OPERATION