Case Study -
Telecommunication VOIP
A leading Telecommunication VOIP company, a premier provider of outsourced telecom solutions, the company helps its distributors & service providers worldwide to succeed with voice switching services.
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.
As a full-service VoIP Concierge, with solutions were designed to help providers:
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Reduce total cost of ownership
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Build business with rapid scalability
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Decrease OPEX and CAPEX costs
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Eliminate expensive upgrades with cost correct technology
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.
What Shift Ahead Could Achieve For The Client
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Manpower costs came down by 41%. No infrastructure cost at client’s end
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Reduced support costs per member by almost 62% with our Remote Operations Offshore Delivery model
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Dedicated model to support network operations & its need for Level 1 to Level 3 Engineers supporting in a span of 7 months
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Our Engineering capabilities covered most of voice and data switching platforms, SBCs, routers and network elements of the client
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Improved customer satisfaction across all customer touch points by focusing on quality and timing of delivery
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Resolutions increased significantly month & month so did the customer base grow at 26% in 2 quarters with a 17% jump in increased revenue
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Opportunity to consolidate, re-engineer, rationalize and improve processes efficiency for improving service levels and increasing productivity
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.
ENHANCING CUSTOMERS OPERATION
